Enterprise Customer Success Manager

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.Department Focus Meet the Growth team at Deliverect—a squad of highly motivated and seasoned professionals laser-focused on propelling our customers to new heights. We grasp the ever-changing landscape of business needs and take a proactive approach, reaching out to our customers to provide the help and support they need. Think of us as your growth partners, dedicated to ensuring that every business maximises the potential of our platform's features and functionality. Understanding that each of our customers has distinct needs, goals, and ambitions, we offer a suite of products tailored to help them reach their unique milestones. Our commitment goes beyond the transactional; we're here to build long-term relationships. See us collaborating with our customers, uncovering growth opportunities, and co-creating innovative strategies that set the stage for their success. At Deliverect, we don't just talk about growth—we embody it. Our Growth team is the dynamic force behind businesses flourishing in today's ever-evolving landscape, proving that success is not just a destination but a journey we navigate together.

Your Impact
As an Enterprise Customer Success Manager, you will act as a strategic partner for our high-value restaurant, dark kitchen, and grocery customers at every stage of their journey. You will drive long-term loyalty and retention by transforming complex data into actionable insights, ensuring our enterprise clients maximize their profitability and efficiency. Your expertise in managing renewals, identifying upsell opportunities, and leading special projects will directly fuel Deliverect's continued growth and impact in the North American market.

This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our office and 2 days from the comfort of your home.

Important information

• Fluency in English is required, with strong written and verbal communication skills being essential.
• French language skills would be considered a strong asset.
• This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto office and 2 days from the comfort of your home.
• The expected annual OTE for the role is between $70,000 CAD and $96,000 CAD plus applicable performance based bonuses.
• This position is for an existing vacancy.

What you will do:

• Design and execute clear client retention goals that demonstrate the measurable value of the Deliverect product to enterprise business operations.

• Monitor client milestones for software implementation, serving as the subject-matter expert from initial setup through advanced feature navigation.

• Utilize data-driven insights to provide high-level reporting that showcases how Deliverect improves customer profitability and operational efficiency.

• Identify upsell opportunities for new features and products by deeply understanding unique client needs throughout the relationship lifecycle.

• Build and maintain strong, consultative relationships with key stakeholders.

• Develop tailored presentations and educational materials to effectively communicate product value to diverse internal and external audiences.

• Review customer feedback and concerns proactively to drive continuous improvement in the enterprise customer experience.

• Collaborate closely with internal teams, including Sales and Product, to ensure seamless execution of high-priority projects and client satisfaction.

What you will bring:

• 3+ years of experience in Customer Success (B2B/B2C) or Account Management, preferably within a fast-paced SaaS environment.

• Proven proficiency with industry tools such as Planhat (CSP), HubSpot (CRM), Google Suite, Slack, and Zoom.

• Strong technical aptitude with the ability to grasp new software applications quickly and translate technical concepts for business decision-makers.

• Exceptional communication and interpersonal skills, with the ability to foster positive relationships via phone, email, and video.

• Demonstrated experience in project management, including the ability to manage multiple tasks and solve complex problems under pressure.

• A solutions-driven mindset with a commitment to customer success and a positive approach to organizational challenges.

• Relevant degree or equivalent work experience, along with a background in SaaS sales

• Fluency in French is highly beneficial for our North American market.

• Prior experience with POS systems, hospitality, or food-tech landscapes is considered a strong asset.

Join Deliverect: Where You Shape Tomorrow's Success At Deliverect, we're not just seeking team members; we're on the lookout for dynamic individuals who thrive in a fast-paced SaaS environment. We are fueled by perceptive, ambitious, and determined professionals who embrace challenges and turn them into opportunities for innovation. What We Bring to the Table: Unicorn Status: Join a fast-growing SaaS unicorn at the forefront of the order management industry. Learning Opportunities: We invest in your growth with a dedicated learning budget and clear learning pathways. Inclusive Policies: Our paternity/maternity policies, enhanced vacation entitlement, and working arrangements reflect our commitment to your success. Diverse Team: Become part of an international team that values diversity, fostering a culture of transparency and visibility. A Peek into Life at Deliverect: Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated. Innovation Hub: Immerse yourself in a culture of constant innovation, where weekly releases and new features keep our products at the forefront. Big Challenges, Bigger Solutions: Be part of a mission to solve some of the global tech industry's most significant challenges. Equal Opportunities at Deliverect: We're committed to creating an inclusive and diverse workplace. We actively encourage applications from underrepresented individuals, fostering a workplace where everyone is treated with respect and provided equal opportunities to thrive. Rights to Work: While we welcome diverse backgrounds, it's crucial to note that applicants must have the legal right to work in the country of the role. Though we value contributions from various backgrounds, we currently can't offer financial support for relocation or travel assistance. Supporting Your Journey: If you need assistance or support during our recruitment process or require accommodations due to a disability, reach out to us at . Join Deliverect, a workplace where culture meets career advancement. Join Our Innovative Journey:At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.What You'll Gain by Joining Us:Invest in Your Growth-We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.Solve Meaningful Challenges-Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.Collaborate with a Global Team-Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.Our Commitment to Inclusion:We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.Important Information:1. Fluency in English is required, with strong written and verbal communication skills being essential. 2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review.If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at .Ready to shape the future of commerce with us? Explore our opportunities and apply today!We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.