Job Specifications
About The Team & Role
Noibu is looking for an Ottawa-based Enterprise Customer Success Manager to join our team. As an Enterprise Customer Success Manager, you will be responsible for transforming Noibu’s customers into product champions. From onboarding to adoption, and from retention to expansion, you’re the primary face of Noibu in the eyes of the customer and will play a huge role in their success.
What You'll Do:
Manage enterprise accounts from onboarding through renewal and expansion
Drive product adoption and usage through focused training, education, and sharing best practices
Be a strategic advisor and partner, and be considered as an extension of the customer’s team
Build deep, multi-threaded relationships with customers, including Executive Sponsors, Champions, and end users
Deliver recurring meetings, including strategic business reviews and QBRs and demonstrate ROI
Proactively manage risk and account health. Identify at-risk accounts early and lead action plans to resolution and adoption
Generate Customer Success Qualified Leads (CSQLs) to drive Net Revenue Retention (NRR)
Lead commercial conversations and multi-year renewal discussions
Manage escalations with urgency and professionalism
Serve as the primary point of contact between customers and internal teams (Sales, Product, Engineering, Support) to drive overall customer success and continuous product improvements
Create and maintain account plans to map each customer from organization structure, business information, workflows, and more
Utilize ChurnZero to track customer success metrics, account health & engagement scores to grow the relationship, drive account engagement and target potential risk within the base
Contribute to playbooks, health scoring models, and CS process improvements
Who You Are:
5-7+ years of experience in Customer Success/Account Management, managing complex, strategic relationships in a high-touch capacity
A consulting mindset, with critical thinking and creative problem-solving skills
Ability to leverage data to identify trends and uncover insights
Comfortable working in a fast-paced, constantly evolving tech environment and the ability to manage competing priorities
Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization, and are comfortable delivering presentations virtually and in-person
Tech-savvy and excited by learning and teaching new technologies
You’re comfortable with difficult customer conversations. You’d run into the fire rather than run away from it!
Strong organizational abilities
Bonus If You Have:
Experience in ecommerce or Digital Experience Analytics
Experience with Salesforce, ChurnZero, Tableau, Mixpanel, Gong and Notion
Experience in a start-up SaaS/Tech environment
Requirements:
Located in Ottawa. At this time, we are not considering candidates outside of Ottawa
Ability to adhere to Noibu’s “how we work” standards with 3 days in the office
Ability to travel for customer on site visits
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
This role is benchmarked against market data, and we offer a competitive salary range with flexibility for exceptional candidates based on experience and impact.
About the Company
Noibu is the ecommerce monitoring and experience analytics platform that helps digital teams uncover hidden friction, surface the biggest conversion opportunities, and resolve issues before they impact revenue. We provide full visibility into what’s slowing customers down—from technical errors to performance bottlenecks—and prioritize everything by revenue impact. Purpose-built for ecommerce, Noibu helps you act fast with clear next steps and ecommerce-specific workflows. Trusted by ecommerce leaders to grow revenue by makin...
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