Senior Customer Success Manager managing strategic SaaS accounts for Power Factors, a renewable energy software provider. Driving onboarding, retention, NRR growth, renewals, and expansion.
About the role
- Customer Success Lead scaling enterprise adoption, retention, and expansion for Ribbon’s voice AI recruiting platform. Building scalable CS processes while managing strategic customers in Toronto’s hybrid environment.
Responsibilities
- Manage key enterprise customers from onboarding through adoption, renewal, and expansion
- Lead customer calls, implementations, business reviews, and escalations
- Create processes, systems, metrics, and operating rhythms to scale Customer Success
- Drive customer adoption and demonstrate measurable business impact
- Identify risk, drive renewals, and uncover expansion opportunities across strategic accounts
- Partner with Product and Engineering on customer needs, recurring problems, and platform improvements
- Standardize, automate, and document Customer Success practices as the customer base grows
- Own net revenue retention and expansion quota across the customer portfolio
Requirements
- 5–7 years of experience in Customer Success, Account Management, Implementation, or a similar customer-facing role, ideally in B2B SaaS
- Experience owning complex enterprise customers and building relationships with users and executive stakeholders
- Strong track record driving customer adoption, retention, renewals, and expansion in an enterprise environment
- Comfortable partnering with Product and Engineering on implementations, integrations, escalations, and customer feedback
- Strong executive communication skills and ability to lead conversations with senior talent leaders
- Experience using CRM systems, especially Attio, to manage customer relationships, account activity, renewals, and expansion opportunities
- Highly organized and accountable, with ability to manage multiple enterprise customers and initiatives simultaneously
- Experience with HR tech, recruiting technology, ATS platforms, APIs, integrations, AI products, or enterprise software is a strong advantage
Benefits
- Competitive salary + meaningful equity
- Health & wellness stipend
- Annual international offsite
- Flexible hybrid work environment
- Team lunches & meetups in Toronto
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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