Strategic Customer Success Manager

Noibu Inc.; Ottawa; On-site; CAD 80,000 - 120,000; Full time

Job summary

Noibu Inc., a rapidly growing technology company in Ottawa, is seeking a Strategic Enterprise Customer Success Manager. This role focuses on transforming top customers into product champions through effective onboarding, engagement, and retention strategies. Join a dynamic team committed to delivering exceptional customer experiences and driving results in a fast-paced environment.

Benefits

Unlimited time off

Flexible hours

Employee Stock Options

Potential bonuses

Fun, engaging culture with socials

Qualifications

• Experience in account management or customer success with complex relationships.
• Ability to engage stakeholders at all levels, including C-suite.
• Familiarity with enterprise technology and customer success best practices.

Responsibilities

• Anticipate and address customer-related risks to maintain satisfaction.
• Support platform adoption through regular syncs and proactive issue resolution.
• Manage renewal processes and monitor customer health.

Skills

Customer-Centric Mindset

Strategic Thinker

Excellent Communication Skills

High Emotional Intelligence

Data-Driven

Adaptable and Resilient

Job description

Noibu, Canada's Capital city’s fastest-growing technology company, helps brands recover millions of dollars daily by detecting, managing, and resolving critical errors on their online stores. Our clients include Louis Vuitton, Cartier, Mont Blanc, Air Transat, and Guess Jeans.

We are a dedicated team driven by four values: Customer Obsession, Quality, Results-Oriented, and Accountability. Recognized in 2023 as the Globe and Mail's 8th Fastest Growing Company, 12th in Deloitte Technology Fast 500, #2 in Canada for Deloitte's Fast 50 in Technology, and #4 on Forbes Canada's Best Startup Employers, we are also Great Place to Work Certified in Canada. If you're interested in joining a team on the rise, we invite you to apply.

Noibu is seeking a Strategic Enterprise Customer Success Manager to join our expanding team. This role involves transforming our top customers into product champions through adoption and retention, ensuring successful onboarding, guiding platform adoption, and maximizing customer value via proactive discovery and solutions.

Our Customer Success Managers (CSMs) oversee the entire post-sale lifecycle: Onboarding/Implementation, Adoption, and Retention (Renewals). Compensation is primarily tied to driving adoption and retention, focusing on Gross Retention Revenue.

What You'll Be Doing:

1. Risk Mitigation: Anticipate and address customer-related risks to maintain satisfaction and value throughout their lifecycle.
2. Proactive Customer Engagement: Support and enhance platform adoption through regular syncs, quarterly reviews with economic sponsors, and proactive issue resolution.
3. Stakeholder Relationship Management: Influence and collaborate with internal and external stakeholders, including executives and technical teams, to achieve mutually beneficial outcomes.
4. Drive Results: Manage renewal processes, monitor customer health, handle escalations, and meet KPIs.
5. Renewals: Strategize and execute renewal processes, aiming for contract uplift and multi-year agreements.
6. Solutioning: Resolve issues by involving technical experts or developing workarounds for win-win solutions.
7. Cross-Functional Collaboration: Work with sales, product, and engineering teams to ensure customer success.

Who You Are:

1. Prior Experience: Background in account management or customer success with complex, strategic relationships in a technical environment, managing high-value accounts.
2. Customer-Centric Mindset: Passionate about delivering exceptional experiences and proactively improving customer success.
3. Strategic Thinker: Skilled in critical thinking, problem-solving, and aligning success strategies with business goals.
4. Ownership Mentality: Able to independently own and drive KPIs with accountability.
5. Excellent Communication Skills: Comfortable engaging stakeholders at all levels, including C-suite and technical teams.
6. High Emotional Intelligence: Skilled at relationship building and collaboration.
7. Data-Driven: Use analytics to inform decisions and improve outcomes.
8. Team Player: Value collaboration, communication, and collective wins.
9. Adaptable and Resilient: Capable of thriving in a fast-paced, evolving environment.
10. Industry Knowledge: Familiarity with enterprise technology and customer success best practices.
11. Technical Skills: Ability to champion a highly technical product, supported by ongoing enablement and collaboration with technical teams.
12. Bonus: Experience in eCommerce, Digital Analytics, or high-growth startups is a plus.

Why Consider Noibu?

We aim to be Ottawa’s next unicorn, impacting billions of shoppers. Join our small team early and grow with us.

Compensation includes base salary, Employee Stock Options, and potential bonuses.

We offer unlimited time off, flexible hours, and benefits from day one.

Enjoy a fun, engaging culture with socials, happy hours, and an annual holiday party.

If you meet most criteria but feel you’re missing a few, apply anyway! We value potential in many forms.

At Noibu, we foster an inclusive environment. We encourage applications from diverse backgrounds and offer accommodations during the recruitment process. Please indicate your pronouns in your application.