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Enterprise Customer Success Manager



Customer Service, Sales & Business Development
Ottawa, ON, Canada
Posted on Tuesday, May 14, 2024
Noibu is Canada’s Capital city’s fastest-growing technology company. We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Levi’s, Champion, Air Transat, Guess, and Jelly Belly.
We're a dedicated team, driven by 4 values; Customer Obsession, Quality, Results-Oriented and Accountability. We've been 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. If you're interested in joining a team poised for greatness, we hope you'll apply!
Noibu is looking for an Enterprise Customer Success Manager to join our growing team as we enter a new phase of expansion. In this role, you will be responsible for transforming Noibu’s top strategic customers into product champions, focusing on retention and adoption. This is done by ensuring a successful onboarding period, guiding and assisting in adoption of the platform, and guiding customers towards getting the most value from their use of Noibu.

What you'll be doing:

  • Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction and value through all stages of the customer lifecycle, from onboarding through to renewal.
  • Proactive Customer Engagement: Proactively engage customers to support and drive adoption and usage of our platform, perform monthly/quarterly ROI meetings with customers, be a thought leader for your customers, and proactively raise solutions and concerns before they become an escalation.
  • Stakeholder Relationship Management: Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Noibu and your customers.
  • Drive Results: Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
  • Renewals: You’ll own the renewals process end-to-end (with support from the team, of course). Proactively strategize customer renewals for each of your accounts, resulting in successful renewal, prioritizing uplift in contract value as well as multi-year renewals.
  • Solutioning: Problem-solving issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
  • Cross-Functional Collaboration: Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.

Who you are:

  • Prior Experience in account management or customer success, managing complex, strategic relationships with high visibility, within a technical product environment. Experienced with a high touch, low volume, high ARR book of business
  • Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success.
  • A Strategic Thinker: You possess critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems. Your strategic mindset allows you to develop and implement customer success strategies that align with overall business goals.
  • Ownership Mentality: Ability to own and drive KPIs with little oversight. Strong personal accountability for your outcomes.
  • Excellent communication skills: You are comfortable working with and supporting stakeholders at all levels of the organization, including C-Suite
  • High Emotional Intelligence: You enjoy building relationships, you value collaboration, and have a good sense of others' motivations.
  • Data-driven: You rely on data and analytics to make informed decisions and continuously improve customer success outcomes.
  • Team Player: We are a close-knit team and company; We highly value collaboration and support between colleagues, as well as strong team communication. We celebrate all of our wins and losses as a team.
  • Adaptable and Resilient: In a fast-paced environment, you remain flexible, adaptable, and resilient to meet evolving customer and business needs.
  • Industry Knowledge: Familiarity with the enterprise technology industry and customer success best practices will enable you to excel in this role.
  • Bonus: Experience in eCommerce and/or a high-growth startup is a huge plus!
Why should you consider Noibu?
🦄 We’re working to be Ottawa’s next Unicorn
Noibu is going to impact billions of shoppers. By joining our small team on the ground floor, you have the opportunity to do something amazing with us and grow more than you even realize is possible.
💰 Compensation
We're a pay for impact company that is striving to lead the market in regards to compensation. Outside of your base salary, you have access to our Employee Stock Option Plan and potential variable pay or bonus arrangements.
🕰️ Unlimited Time Off & Flexible Working Style
In addition to unlimited time off, we enforce an annual minimum of 3 weeks for all employees and have a company wide holiday shut down every year. Our flexible working style means you get to choose the hours that work best for you.
🦷 Benefits from Day 1
Imagine having to wait 3 months into your new job to go to the dentist? Never at Noibu. We hired you. We believe in you, and everyone gets access to all benefits, perks, and allowances from their first day with us 🤝
🎉 Fun & Engagement
Lots of companies preach having fun, but we seriously do walk the walk. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and a MAJOR annual Holiday Party 🎄
...Plus much, much more.
If you have experience that’s close to what we outlined but think you might be missing a couple of things, apply anyway! 🚀 What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms.
At Noibu, we are committed to building and fostering an environment where our employees feel included, valued, supported, and heard. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. If you require any accommodations, please notify us and we will ensure you can participate fully and equally during the recruitment and selection process.
We encourage all applicants to indicate their preferred pronouns on their application (e.g. she/her/hers, he/him/his, they/them/theirs, etc).