Enterprise Customer Success Manager

Position: Enterprise Customer Success Manager
Location: Canada (Remote – preference for Ontario; open to BC or Alberta)
Salary: $50–$65/hour
Job Type: 6-month contract (with strong potential for extension)
Posting Type: Open vacancy

Our client, a rapidly growing SaaS organization, is looking to hire an Enterprise Customer Success Manager to partner with a portfolio of enterprise retail customers and help them maximize the value of a mission-critical order management platform.

This is an ideal opportunity for someone who thrives in a consultative, customer-facing role and enjoys combining strategic account management with product expertise. The hiring manager is looking for someone who is naturally relationship-driven, someone who can build credibility with clients, become a trusted advisor, and proactively identify opportunities to improve adoption, drive business outcomes, and strengthen long-term partnerships.

Responsibilities:

- Own the customer lifecycle for a portfolio of enterprise accounts, leading onboarding, implementation, adoption, and ongoing success initiatives.
- Build strong relationships with stakeholders ranging from operational users to Director and VP-level leaders, acting as their trusted strategic partner.
- Partner closely with Product, Sales, Engineering, and Implementation teams to coordinate customer initiatives, advocate for client needs, and drive successful outcomes.
- Analyze customer performance metrics, platform usage, and business KPIs to identify opportunities for optimization and growth.
- Provide consultative guidance on platform configuration, best practices, and operational workflows to help customers maximize business value.
- Deliver product demonstrations, customer training, and executive presentations while clearly communicating technical concepts to non-technical audiences.
- Capture customer feedback and translate recurring themes into actionable recommendations for internal product teams.
- Contribute to the development of customer success processes, playbooks, and engagement strategies as the business continues to scale.

Requirements:

- 5+ years of Customer Success, Technical Account Management, Professional Services, or Enterprise Account Management experience within a SaaS environment.
- Experience managing enterprise customers through onboarding, implementation, adoption, and ongoing account growth.
- Proven ability to build trusted, long-term client relationships and influence stakeholders at multiple levels of an organization.
- Strong project management skills with the ability to coordinate multiple customer initiatives simultaneously.
- Comfortable using data and customer insights to make recommendations and drive measurable business outcomes.
- Excellent communication and presentation skills with the ability to simplify complex technical concepts.
- Technical aptitude and experience working alongside Product and Engineering teams are highly desirable.
- Experience supporting retail, grocery, food service, hospitality, logistics, or operations-focused software solutions is considered a strong asset.
- A proactive, resourceful mindset with the ability to operate effectively in a fast-paced, evolving environment.

Please send your resume in Word format to Arriane Liangcungco at arriane.liangcungco@quantum.ca.

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