Remote Enterprise Customer Success Manager

Bilinguallink; La Prairie; Remote; CAD 110,000 - 150,000; Full time

Job summary

Bilinguallink is seeking an experienced Enterprise Customer Success Manager to guide a portfolio of global Enterprise accounts through onboarding, adoption, retention, renewals, and expansion. This Canada-based role focuses on long-term value and revenue growth for our SaaS solutions.

You will own relationships across multiple regions, collaborate with Sales and Product teams, lead executive business reviews, and drive proactive adoption, churn reduction, and strategic renewals to maximize net

Qualifications

• 8+ years in customer-facing roles.
• Experience managing a strategic portfolio of 50+ accounts.
• Proven success leading renewals and complex commercial negotiations.
• Customer-first mindset translating business needs into product value.
• Experience building executive-level stakeholder relationships.
• Strong prioritization skills across a large but strategic book of business.
• Excellent communication and presentation skills.
• 2+ years of SaaS experience.
• 2+ years of experience using Salesforce or similar CRM tools.

Responsibilities

• Manage a portfolio of approximately 50 high-value global Enterprise accounts.
• Own the full customer lifecycle from onboarding through engagement, renewal, and expansion.
• Lead complex renewal processes, negotiating commercial terms to maximize net revenue retention.
• Proactively drive product adoption and customer satisfaction while mitigating churn risk.
• Conduct strategic check-ins, kickoff calls, and executive business reviews.
• Forecast renewal and expansion revenue accurately for current and future quarters.
• Identify and support account growth opportunities in partnership with Sales.
• Develop and execute quarterly account plans for prioritized strategic customers.
• Meet and exceed KPIs related to engagement, retention, satisfaction, renewals, and expansion.
• Partner cross-functionally with Sales, Product, Legal, Finance, Marketing, Support, and Operations.
• Advocate for international customers internally, sharing feedback and resolving challenges.
• Drive customer advocacy initiatives such as case studies, references, and partnerships.
• Participate in enablement programs, special projects, and other initiatives as needed.

Skills

Customer Success

Account Management

Sales

SaaS

CRM Tools (Salesforce)

Education

Bachelor's degree or equivalent practical experience

Tools

Salesforce

Job description

We are seeking an experienced, Canada-based Customer Success professional to join our growing international team. As an Enterprise Customer Success Manager (ENT CSM), you will guide customers through their post-sales journey, ensuring long-term success, value realization, and growth with our solutions.

In this role, you will own a portfolio of strategic global Enterprise accounts, building strong relationships and driving onboarding, adoption, retention, renewals, and expansion. You will collaborate closely with international Sales partners and cross-functional teams to deliver exceptional customer experiences and uncover growth opportunities.

Key Responsibilities

• Manage a portfolio of approximately 50 high-value global Enterprise accounts
• Own the full customer lifecycle from onboarding through engagement, renewal, and expansion
• Lead complex renewal processes, negotiating commercial terms to maximize net revenue retention
• Proactively drive product adoption and customer satisfaction while mitigating churn risk
• Conduct strategic check-ins, kickoff calls, and executive business reviews
• Forecast renewal and expansion revenue accurately for current and future quarters
• Identify and support account growth opportunities in partnership with Sales
• Develop and execute quarterly account plans for prioritized strategic customers
• Meet and exceed KPIs related to engagement, retention, satisfaction, renewals, and expansion
• Partner cross-functionally with Sales, Product, Legal, Finance, Marketing, Support, and Operations
• Advocate for international customers internally, sharing feedback and resolving challenges
• Drive customer advocacy initiatives such as case studies, references, and partnerships
• Participate in enablement programs, special projects, and other initiatives as needed

• 8+ years in customer-facing roles such as Customer Success, Account Management, or Sales

• Strong understanding of Customer Success best practices and lifecycle management
• Experience managing a strategic portfolio of 50+ accounts
• Proven success leading renewals and complex commercial negotiations
• Customer-first mindset with the ability to translate business needs into product value
• Experience building executive-level stakeholder relationships
• Strong prioritization skills across a large but strategic book of business
• Excellent critical thinking, discovery, and commercial acumen
• Resilient, adaptable, and comfortable in fast-paced environments
• Ability to work independently while collaborating cross-functionally
• Exceptional communication and presentation skills
• 2+ years of SaaS experience
• 2+ years of experience using Salesforce or similar CRM tools

Preferred Qualifications

• Experience managing international or non-North American customers
• Experience working with channel partners and indirect sales models
• Familiarity with MEDDPICC or similar sales qualification frameworks
• Experience in a remote-first or distributed work environment
• Bachelor’s degree or equivalent practical experience