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Far Out Scout
Remote Enterprise Customer Success ManagerFar Out Scout • Kitchener, Ontario
Remote Enterprise Customer Success Manager

Remote Enterprise Customer Success Manager

Far Out Scout • Kitchener, Ontario
Il y a plus de 30 jours
Type de contrat
  • Temps plein
  • Télétravail
Description de poste

We are seeking an experienced, Canada-based Customer Success professional to join our growing international team. As an Enterprise Customer Success Manager (ENT CSM), you will guide customers through their post-sales journey, ensuring long-term success, value realization, and growth with our solutions.

In this role, you will own a portfolio of strategic global Enterprise accounts, building strong relationships and driving onboarding, adoption, retention, renewals, and expansion. You will collaborate closely with international Sales partners and cross-functional teams to deliver exceptional customer experiences and uncover growth opportunities.

Key Responsibilities

  • Manage a portfolio of approximately 50 high-value global Enterprise accounts
  • Own the full customer lifecycle from onboarding through engagement, renewal, and expansion
  • Lead complex renewal processes, negotiating commercial terms to maximize net revenue retention
  • Proactively drive product adoption and customer satisfaction while mitigating churn risk
  • Conduct strategic check-ins, kickoff calls, and executive business reviews
  • Forecast renewal and expansion revenue accurately for current and future quarters
  • Identify and support account growth opportunities in partnership with Sales
  • Develop and execute quarterly account plans for prioritized strategic customers
  • Meet and exceed KPIs related to engagement, retention, satisfaction, renewals, and expansion
  • Partner cross-functionally with Sales, Product, Legal, Finance, Marketing, Support, and Operations
  • Advocate for international customers internally, sharing feedback and resolving challenges
  • Drive customer advocacy initiatives such as case studies, references, and partnerships
  • Participate in enablement programs, special projects, and other initiatives as needed

  • 8+ years in customer-facing roles such as Customer Success, Account Management, or Sales
  • Strong understanding of Customer Success best practices and lifecycle management
  • Experience managing a strategic portfolio of 50+ accounts
  • Proven success leading renewals and complex commercial negotiations
  • Customer-first mindset with the ability to translate business needs into product value
  • Experience building executive-level stakeholder relationships
  • Strong prioritization skills across a large but strategic book of business
  • Excellent critical thinking, discovery, and commercial acumen
  • Resilient, adaptable, and comfortable in fast-paced environments
  • Ability to work independently while collaborating cross-functionally
  • Exceptional communication and presentation skills
  • 2+ years of SaaS experience
  • 2+ years of experience using Salesforce or similar CRM tools

Preferred Qualifications

  • Experience managing international or non-North American customers
  • Experience working with channel partners and indirect sales models
  • Familiarity with MEDDPICC or similar sales qualification frameworks
  • Experience in a remote-first or distributed work environment
  • Bachelor’s degree or equivalent practical experience
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Remote Enterprise Customer Success Manager • Kitchener, Ontario

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