Enterprise Customer Success Manager

? Remote – US or Canada (East Coast time zone)

WHO WE ARE

Cascade (https://www.cascade.app/) is recognized as the world's #1 strategy execution platform, helping organizations turn ideas into reality! We bring AI, data, and human insight together to help leaders make faster, smarter decisions that drive performance, eliminating the chaos of spreadsheets and slide decks. Thousands of organizations use Cascade to drive performance and accelerate decision-making.

ABOUT THE ROLE

As an Enterprise Customer Success Manager (CSM) at Cascade, you'll play a pivotal role in supporting our customers as they navigate their journey with Cascade's strategy-led performance platform. This is a high-touch, strategic role where you'll guide a diverse portfolio of customers through their post-sales journey, with a strong focus on adoption and growth, ensuring they get maximum value from the product and achieve long-term success.

You will partner with Strategic Account Managers/Executives (SAM/Es) and implementation and technical specialists, delivering tailored support based on each customer's unique needs. As a trusted advisor, you will drive product adoption, renewals, and expansion while building deep, consultative relationships at the C-suite level and beyond.

This is a fully remote role open to candidates based in the US or Canada. You'll need to be located in, or work hours aligned with, the Eastern time zone.

If you are a strategic thinker who thrives in a fast-paced startup environment and is passionate about driving deep customer value, we encourage you to apply!

KEY RESPONSIBILITIES

1. Implementation & Adoption

- Our Services team handles the technical side of implementation. You'll work closely with them on the strategic and engagement side of onboarding: understanding customer goals, driving adoption, and making sure the overall experience matches the value customers expect. Together, you'll help new enterprise customers reach time to value quickly and smoothly, so our partnership starts with a strong launch and a solid foundation.
- Develop a deep understanding of the product and customer use cases,



and work closely with the Services team to make sure project milestones are met and value is delivered on schedule, navigating complex organizations and diverse personalities and interests.

2. Account Management & Relationship Building

- Develop a deep understanding of each assigned enterprise account and execute a comprehensive strategy for retention and growth.
- Serve as the primary point of contact for strategic discussions, keeping Cascade's solution aligned with the customer's business goals.
- Foster long-term relationships at the C-suite and executive level while supporting on-the-ground champions, increasing customer satisfaction and loyalty.

3. Renewals & Expansions

- Secure renewals by clearly demonstrating the ongoing value Cascade provides and identifying any risks.
- Identify expansion opportunities within existing accounts, using customer success insights and working closely with Sales to close upsell and cross-sell deals.

4. Change Management & Strategy Support

- Guide customers through change management, ensuring smooth adoption and integration of Cascade into their business operations.
- Provide thought leadership on strategy execution and strategy-led performance best practices, positioning Cascade as a trusted advisor that helps clients achieve their strategic objectives.

5. Internal Collaboration & Process Improvement

- Contribute to best practices and the customer success playbook, helping improve internal processes for faster, more effective delivery.
- Work cross-functionally with Product, Sales, and Support to advocate for customer needs, ensuring product improvements reflect customer feedback.

THE IDEAL CANDIDATE

- Client Relationship Management: Strong ability to build and nurture deep,



trusted relationships with enterprise clients, offering strategic thought partnership to maximize Cascade's value in their business.
- Product Knowledge Expertise: Proven ability to learn the ins and outs of a complex SaaS product, driving post-sale adoption, customer satisfaction, and quick time to value (TTV).
- Commercial Acumen: A results-oriented mindset with a keen understanding of revenue retention, expansion opportunities, and growth through strategic renewals and upsells.
- Enterprise Customer Success Expertise: Skilled at managing complex enterprise accounts, navigating multi-threaded relationships, and engaging C-suite executives to influence key business outcomes.
- Exceptional Communication: Able to craft customized agendas, deliver focused content, and summarize key points that resonate with customers. Skilled at negotiation, value articulation, and building consensus.
- Proactive Problem Solver: Resourceful and autonomous, able to anticipate issues and proactively drive solutions to customer concerns.
- Change Management Expertise: Experience guiding large enterprises through the transitions required to successfully adopt current technology.

EXPERIENCE

- Minimum 5 years in Enterprise Customer Success or Account Management at a SaaS business with ACV >$50K, including substantial experience engaging C-suite executives.
- Minimum 2 years at a post-Series A or growth-stage tech company, with a strong startup mindset.
- Experience managing the full customer lifecycle: implementation/onboarding, renewals and expansions, and product adoption and relationship management.
- Experience advising on change management in enterprise environments, guiding organizations through strategic transformations.
- Based in the US or Canada, able to work Eastern time zone hours.

KEY METRICS OF SUCCESS

- Gross Revenue Retention (GRR)

- Net Revenue Retention (NRR)
- Product Adoption & Usage
- Book of Business (BoB) Risk Distribution

BENEFITS

- Competitive pay

- Company equity

- Generous paid time off
- Paid public holidays & mental wellness days

- Parental benefits

📌 Enterprise Customer Success Manager (Greater Toronto Area)
🏢 cascade
📍 Greater Toronto Area