Enterprise Customer Success Manager

Nitro Software; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A global SaaS leader is seeking an experienced Enterprise Customer Success Manager in Toronto to drive customer engagement and satisfaction. The role involves developing strategies for onboarding and supporting enterprise customers, ensuring they derive maximum value from our products. Ideal candidates should have a Bachelor's degree and 3-5 years of relevant experience, along with excellent communication skills. The position offers a hybrid work model and competitive benefits.

Benefits

Flex Time Off

Comprehensive health coverage

Pension/401k matching

Qualifications

• 3-5 years in B2B account management, customer support, success, or consulting roles.
• Experience working in customer-facing roles and driving engagement initiatives.

Responsibilities

• Serve as the primary post-sales contact for Nitro’s enterprise customers.
• Manage customer satisfaction and retention.
• Ensure successful onboarding and product rollout for new customers.

Skills

Communication skills

Customer engagement

Team collaboration

Strategic thinking

Education

Bachelor’s Degree or equivalent experience

Job description

Join us to apply for the Enterprise Customer Success Manager role at Nitro Software.

About Us:

Nitro Software is a global SaaS leader specializing in seamless digital document workflows. We offer solutions for PDF, eSigning, identity verification, and analytics, supported by a top-tier customer success and change management team. With over 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.

How We Work:

We foster an environment where talented individuals are empowered to excel. Our collaboration and innovation are guided by five key principles:

• One team, One mission: We are united in our dedication to Nitro’s mission, building an environment where everyone feels valued.
• Own it: We take full ownership of our actions and decisions, leading with confidence and a solutions-focused mindset.
• Accountable to our customers: We are committed to our customers and honor our commitments.
• Excellence in execution: We strive for top-quality results driven by passion and precision.
• Be bold, fail fast, learn faster: We embrace growth through experimentation, questioning, and iteration.

These values shape our culture, inspiring everyone to contribute their best.

The Role:

The Enterprise Customer Success Manager (CSM) will lead the post-sales lifecycle for Nitro’s business customers. The CSM will develop strategies to ensure customers gain value from our products through education and support, from formal training to self-help resources.

The CSM acts as the voice of the customer, requiring active listening and strategic thinking to balance customer needs with business objectives.

Responsibilities:

• Serve as the primary post-sales contact for Nitro’s enterprise customers.
• Drive engagement and adoption to foster customer partnerships.
• Manage customer satisfaction and retention.
• Work proactively with a diverse customer portfolio, including interactions with management levels from Directors to C-level executives.
• Ensure successful onboarding and product rollout for new customers.
• Identify and address customer health risks to prevent churn.
• Partner with sales to identify expansion and upsell opportunities.
• Coordinate with internal teams to meet high-priority customer needs, escalating issues as necessary.

Success Criteria:

• Strong commitment to achieving customer business objectives.
• Ability to prioritize and address customer needs effectively.
• Manage customer expectations realistically.
• Excellent communication skills, both written and verbal.
• Proactive, positive, and self-motivated with a focus on continuous improvement.
• Experience working in customer-facing roles and driving engagement initiatives.
• Ability to collaborate in a team environment.

Requirements:

• Bachelor’s Degree or equivalent experience.
• 3-5 years in B2B account management, customer support, success, or consulting roles.
• Alignment with Nitro’s mission and values.
• Willingness to travel up to 10%.

Nice to Have:

• Proficiency in additional languages.

Why Nitro?

In addition to standard benefits (health, dental, vision, retirement), we offer initiatives like Flex Time Off for work-life balance and a hybrid work model with in-office days in Toronto, Dublin, Antwerp, Porto, and Melbourne, and remote work options.

Our benefits also include comprehensive health coverage, pension/401k matching, and country-specific perks.

We encourage applications from all backgrounds and provide accommodations during the hiring process.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Other

Industry: Software Development