Noibu is the leading ecommerce analytics & monitoring platform, purpose-built to help retailers protect and grow online revenue. By unifying site monitoring, experience analytics, and conversion growth opportunities in a single pane of glass, Noibu captures the most significant end-to-end shopping data, without the complexity of traditional analytics tools. Noibu surfaces critical site errors, performance issues, and customer journey friction that block conversions, then ties every insight directly to business impact, session replays, and full technical context.

The result: faster decisions, better collaboration across teams, optimized customer experiences, and revenue growth. Noibu is seeking a creative and exceptional Manager to lead our Mid Market Customer Success Team. In this role, you will be responsible for leading a team of 5 Customer Success Managers, focused on providing value to our Mid Market accounts.

You will help promote and craft customer-success strategies, build strong relationships with customers and collaborate with cross-functional leaders internally to deliver valuable customer experiences. Motivate and guide a team of Mid Market Customer Success Managers to deliver exceptional service and support to our enterprise clients.

Driving Customer Success Strategies: Develop and implement customer success strategies that enhance customer satisfaction, retention, and expansion opportunities.

Performance Management: Monitor key performance indicators (KPIs) to assess the team's effectiveness and identify areas for improvement. Implement performance improvement plans as needed to ensure the team meets or exceeds targets.

Customer Relationship Management: Cultivate strong relationships with enterprise customers to understand their unique needs and challenges.



Proactively address issues and ensure customer expectations are met or exceeded.

Product and GTM Influence: Work closely with Product and Go-To-Market (GTM) teams to provide customer insights and feedback. Influence product development and marketing strategies based on customer feedback and pain points.

Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction.

Customer Advocacy: Act as a customer advocate within the organization, ensuring that customer feedback is heard, and customer needs are prioritized in business decisions.

Experienced Leader: You have 5+ year proven track record of successfully leading and managing a team of Customer Success Managers in a high touch B2B SaaS enterprise-level environment.

Goal Driven: You have consistently hit your GRR Targets quarter over quarter and have managed a $10M+ book of business. Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success. Your strategic mindset allows you to develop and implement customer success strategies that align with overall business goals.

Your strong communication and interpersonal skills enable you to build meaningful relationships with customers and internal stakeholders. Data-Driven:



You rely on data and analytics to make informed decisions and continuously improve customer success outcomes.

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. OTE eligibility is based on performance metrics. Our total rewards package includes base salary, performance bonuses, equity, and benefits — all designed to reflect your impact and support your growth. We review compensation annually to stay aligned with market trends and reward strong performance.

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 shutdown yearly. Our flexible working style means you get to choose the hours that work best for you. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and an annual Holiday Party ...At Noibu, we’re committed to building an environment where every team member feels included, supported, and valued for who they are.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. If you would like more information about how your data is processed, please contact us.

📌 Manager, Mid-Market Customer Success (Ottawa)
🏢 Noibu
📍 Ottawa