Enterprise Customer Success Manager
Noibu
Customer Service, Sales & Business Development
Ottawa, ON, Canada
Posted on May 22, 2025
Noibu is Canada’s Capital city’s fastest-growing technology company. We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Louis Vuitton, Cartier, Mont Blanc, Air Transat, and Guess Jeans.
We're a dedicated team, driven by 4 values; Customer Obsession, Quality, Results-Oriented and Accountability. We've been recognized in 2023 as the Globe and Mail's 8th Fastest Growing Company, 12th in Deloitte Technology Fast 500, #2 in Canada for Deloitte's Fast 50 in Technology, #4 on Forbes Canada's Best Startup Employers and are Great Place to Work Certified in Canada. If you're interested in joining a team poised for greatness, we hope you'll apply!
Noibu is looking for a Enterprise Customer Success Manager to join our growing team as we enter a new phase of expansion. In this role, you will be responsible for transforming Noibu’s top customers into product champions, focusing on adoption and retention. This is done by ensuring a successful onboarding period, guiding and assisting in adoption of the platform, and steering customers towards getting the most value from their use of Noibu by doing proactive discovery and solutioning.
Noibu Customer Success Managers (CSMs) own the full post-sale customer lifecycle, including Onboarding/Implementation, Adoption and Retention (Renewals). Variable compensation is mainly focused on driving adoption leading to retention (Gross Retention Revenue).
What You'll Be Doing:
- Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction and value through all stages of the customer lifecycle, from onboarding through to renewal.
- Proactive Customer Engagement: Proactively engage customers to support and drive adoption and usage of our platform, host bi-weekly syncs with Customers, perform Quarterly Business Review meetings with Economic Sponsors, be a thought leader for your customers, and proactively raise solutions and concerns before they become an escalation.
- Stakeholder Relationship Management: Influence internal and external cross-functional stakeholders, including Executives, Economic Sponsors, Users and Champions to achieve win-win solutions for Noibu and your customers.
- Drive Results: Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
- Renewals: You’ll own the renewals process end-to-end (with support from the team, of course). Proactively strategize customer renewals for each of your accounts, resulting in successful renewal, prioritizing uplift in contract value as well as multi-year renewals.
- Solutioning: Problem-solving issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
- Cross-Functional Collaboration: Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.
Who You Are:
- Prior Experience in account management or customer success, managing complex, strategic relationships with high visibility, within a highly technical product environment. Experienced with a high touch, high ARR (customer value) book of business.
- Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success.
- A Strategic Thinker: You possess critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems. Your strategic mindset allows you to develop and implement customer success strategies that align with overall business goals.
- Ownership Mentality: Ability to own and drive KPIs with little oversight. Strong personal accountability for your outcomes.
- Excellent communication skills: You are comfortable working with and supporting stakeholders at all levels of the organization, including C-Suite, as well as technical stakeholders.
- High Emotional Intelligence: You enjoy building relationships, you value collaboration, and have a good sense of others' motivations.
- Data-driven: You rely on data and analytics to make informed decisions and continuously improve customer success outcomes.
- Team Player: We are a close-knit team and company; We highly value collaboration and support between colleagues, as well as strong team communication. We celebrate all of our wins and losses as a team.
- 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.
- Technical: Noibu is a highly technical product and CSMs are expected to be product champions. You will be supported by ongoing product enablement programs, as well as partnered with additional resources like Solutions Engineers and Product Managers. Noibu CSMs interface with technical stakeholders (developers, product managers, etc.) on a day-to-day basis.
- Bonus: Experience in eCommerce, Digital Experience/Digital Analytics (DXA) platforms and/or a high-growth startup is a huge plus!
Why should you consider Noibu?
🦄 We’re working to be Ottawa’s next Unicorn
Noibu is going to impact billions of shoppers. By joining our small team on the ground floor, you have the opportunity to do something amazing with us and grow more than you even realize is possible.
💰 Compensation
We're a pay-for-impact company that is striving to lead the market in regard to compensation. Outside of your base salary, you can access our Employee Stock Option Plan and potential variable pay or bonus arrangements.
🕰️ 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.
🦷 Benefits from Day 1
Imagine waiting 3 months into your new job to go to the dentist. Never at Noibu. We hired you. We believe in you, and everyone gets access to all benefits, perks, and allowances from their first day with us 🤝
🎉 Fun & Engagement
Many companies preach having fun, but we seriously do walk the walk. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and a MAJOR annual Holiday Party 🎄
...Plus much, much more.
If you have experience close to what we outlined but think you might be missing a few things, apply anyway! 🚀 What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms.
At Noibu, we are committed to building and fostering an environment where our employees feel included, valued, supported, and heard. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. If you require any accommodations, please notify us, and we will ensure you can participate fully and equally during the recruitment and selection process.
We encourage all applicants to indicate their pronouns on their application (e.g. she/her/hers, he/him/his, they/them/theirs, etc).