This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an Enterprise Customer Success Manager (CSM) based in Canada. As an Enterprise CSM, you will play a key role in strengthening customer relationships, driving product adoption, and maximizing long-term customer value within a fast-growing technology environment. You will manage a portfolio of enterprise accounts, guiding customers from onboarding through renewal and expansion. Working closely with engineering teams, you will help customers integrate innovative cloud development solutions into their workflows. You will be responsible for maintaining robust retention rates, identifying growth opportunities, and ensuring customers achieve measurable business outcomes. In collaboration with technical account managers, account executives, and product teams, you will develop strategic success plans and continuously improve the customer experience. This fully remote opportunity is ideal for a commercially minded, technically curious professional who thrives in a dynamic, collaborative, and AI-driven environment. Accountabilities - Manage enterprise customer relationships: Own a portfolio of approximately 20–30 accounts, building trusted relationships with stakeholders ranging from individual engineers to engineering managers and directors. - Drive customer retention: 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. - Guide new customers through onboarding and accelerate time to value, ensuring they successfully integrate the platform into their development workflows. - Help customers progress from basic usage to advanced capabilities,



including continuous integration (CI) integrations and Cloud Pods, to deepen adoption and maximize product value. - Manage renewals and commercial negotiations: Lead the renewal process from end to end, including procurement, pricing discussions, commercial terms, and negotiations. - 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. - Partner with technical account managers, account executives, and product teams to align customer goals, resolve challenges, and deliver successful outcomes. - Optimize customer success processes: Maintain clear account success plans, track relevant performance indicators, contribute to internal playbooks, and help improve customer success strategies and workflows. 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. - Portfolio management: Proven ability to manage a portfolio of approximately 20–30 accounts while building effective relationships with technical and business stakeholders at different organizational levels. - Demonstrated success in improving customer retention, driving product adoption, managing renewals, and identifying account expansion opportunities. - Commercial expertise: Experience independently managing the full renewal lifecycle, including procurement processes, pricing discussions, contract terms, and negotiations. - Technical understanding: Strong technical curiosity and the ability to communicate credibly with engineering teams. coding experience is not required.

📌 Customer Operations Manager I-(REMOTE) (Canada)
🏢 Jobgether
📍 Canada