Enterprise CSM

<h3>Accountabilities</h3><li>
<strong>Manage enterprise customer relationships:</strong>Own a portfolio of approximately 20–30 accounts, building trusted relationships with stakeholders ranging from individual engineers to engineering managers and directors.</li><li>
<strong>Drive customer retention:</strong>Maintain a gross revenue retention (GRR) rate above 90%, proactively identify at-risk accounts, and ensure renewals are accurately forecasted and managed well ahead of deadlines.</li><li>
<strong>Lead onboarding and adoption:</strong>Guide new customers through onboarding and accelerate time to value, ensuring they successfully integrate the platform into their development workflows.</li><li>
<strong>Increase product engagement:</strong>Help customers progress from basic usage to advanced capabilities, including continuous integration (CI) integrations and Cloud Pods, to deepen adoption and maximize product value.</li><li>
<strong>Manage renewals and commercial negotiations:</strong>Lead the renewal process from end to end, including procurement, pricing discussions, commercial terms, and negotiations.</li><li>
<strong>Identify expansion opportunities:</strong>Uncover opportunities to grow existing accounts by engaging new teams, supporting additional use cases, and encouraging adoption of new product capabilities and integrations, including Azure and Snowflake.</li><li>
<strong>Collaborate cross-functionally:</strong>Partner with technical account managers, account executives, and product teams to align customer goals, resolve challenges, and deliver successful outcomes.</li><li>
<strong>Optimize customer success processes:</strong>Maintain clear account success plans, track relevant performance indicators, contribute to internal playbooks, and help improve customer success strategies and workflows.</li><h2>Requirements</h2><li>
<strong>Professional experience:</strong>At least 5 years of experience in Customer Success or account management within a SaaS environment, including at least 2 years managing enterprise customers. Experience with developer tools, DevOps, or cloud-focused SaaS products is highly desirable.</li><li>
<strong>Portfolio management:</strong>Proven ability to manage a portfolio of approximately 20–30 accounts while building effective relationships with technical and business stakeholders at different organizational levels.</li><li>
<strong>Retention and growth:</strong>Demonstrated success in improving customer retention, driving product adoption, managing renewals, and identifying account expansion opportunities.</li><li>
<strong>Commercial expertise:</strong>Experience independently managing the full renewal lifecycle, including procurement processes, pricing discussions, contract terms, and negotiations.</li><li>
<strong>Technical understanding:</strong>Strong technical curiosity and the ability to communicate credibly with engineering teams. Familiarity with cloud infrastructure, CI/CD workflows, and developer tooling is important; coding experience is not required.</li><li>
<strong>CRM and AI proficiency:</strong>Familiarity with HubSpot or similar CRM platforms, along with practical experience using AI tools such as Claude to improve productivity and streamline day-to-day work while maintaining high-quality output. You should also be comfortable experimenting with emerging AI and Customer Success tools.</li><li>
<strong>Startup experience:</strong>Experience working in a high-growth startup or scale-up environment is a plus.</li><li>
<strong>Communication and collaboration:</strong>Excellent relationship-building, problem-solving, organizational, and communication skills, combined with the ability to work effectively across distributed teams.</li><li>
<strong>Ownership and adaptability:</strong>A proactive, empathetic, and results-oriented mindset, with a strong sense of accountability, openness to feedback, willingness to innovate, and commitment to delivering exceptional customer outcomes.</li><h2>Benefits</h2><li>
<strong>Competitive compensation:</strong>Annual on-target earnings (OTE) ranging from<strong>CA$104,000 to CA$168,000</strong>, including the applicable base salary and variable compensation structure.</li><li>
<strong>Equity opportunities:</strong>The opportunity to participate in the company's growth through equity.</li><li>
<strong>Fully remote work:</strong>Flexibility to work remotely and collaborate with an internationally distributed team.</li><li>
<strong>Healthcare benefits:</strong>Private medical coverage.</li><li>
<strong>Retirement benefits:</strong>Access to a 401(k) retirement plan, subject to applicable regional eligibility and arrangements.</li><li>
<strong>Unlimited paid time off:</strong>Flexibility to manage time away from work and support a healthy work-life balance.</li><li>
<strong>Annual company retreat:</strong>Opportunities to connect with colleagues in person and strengthen team relationships.</li><li>
<strong>Inclusive workplace culture:</strong>A friendly, supportive environment that encourages collaboration, diversity, and belonging through community guilds and online company events.</li><li>
<strong>Growth and innovation:</strong>The opportunity to contribute to a rapidly growing technology business, work with cutting-edge cloud development solutions, and help shape evolving customer success practices.</li>