Enterprise Customer Success Manager

Enterprise Customer Success Manager (Toronto, Canada – Remote)Role SummaryWe are seeking a full-time Enterprise Customer Success Manager based in the Toronto, Canada region, working remotely. This role is critical in ensuring enterprise customers achieve their desired outcomes, drive long-term value, and successfully adopt our platform.You will primarily support enterprise customers in the EMEA region, requiring flexibility to work across GMT/CET time zones, with the ability to start work from 8:00 AM EST or earlier. This role reports directly to the Head of Enterprise Customer Success.ResponsibilitiesRelationship ManagementStakeholder Alignment: Map customer organizations to identify champions, power users, decision-makers, and potential blockers, maintaining relationships from administrator level through C-suite.Executive Business Reviews (EBRs/QBRs): Lead strategic, high-level customer meetings to review performance, align with annual business goals, and clearly demonstrate delivered value.Trusted Advisor Partnership: Act as a strategic consultant, moving beyond “how-to” support to advising on “why” and “when,” helping customers solve broader business challenges beyond direct product usage.Value Realization & AdoptionRenewals & Expansion: Proactively engage enterprise customers to drive adoption, address friction points, mitigate churn risks, and support renewals and expansion opportunities.Change Management: Design and execute enablement plans, internal training programs, and communication strategies to support adoption within large, complex organizations, collaborating cross-functionally as needed.Account Health Monitoring: Track and analyze usage, engagement, and adoption metrics to identify risks early and intervene before issues escalate.RequirementsMust-Have Qualifications2+ years of experience in Customer Success, Account Management, or Enterprise SaaS roles, with a proven track record managing B2B enterprise customers.Native-level English proficiency with excellent communication, presentation, and stakeholder management skills.Strong understanding of digital product development processes, with hands-on exposure to UI/UX design workflows and how prototyping tools fit into those workflows.Demonstrated ability to manage complex, high-value enterprise accounts and build trusted relationships with senior leaders and C-level executives.Strong problem-solving, strategic thinking, and analytical skills, with the ability to tailor solutions to customer needs.Experience working with global customers and internal teams across multiple time zones and cultures.Ability to work autonomously in a fast-paced, remote-first environment.Start-up mindset with a focus on ownership, agility, and continuous improvement.Willingness and eligibility to travel for customer meetings and events, particularly in Europe.Based in Toronto, Canada, with the ability to support GMT/CET working hours.Nice-to-Have QualificationsExperience working at a B2B SaaS company, particularly in the UX/UI, design, or digital prototyping space.Background in UX design or close collaboration with UX/UI designers.Familiarity with CRM and customer success tools such as Salesforce, HubSpot, or similar platforms.Business-level proficiency in German or French.How We WorkOur team operates with a strong set of values:Autonomy & Responsibility – Ownership of work with sound judgment and accountability.Communication & Trust – Transparent, open communication internally and with customers.Integrity – High ethical standards and respect for professional boundaries.Global Citizenship – Respect for cultural differences and a global-first mindset.Team Player – Collaboration, mutual support, and respect for expertise.BenefitsNew Joiner Equipment Support: Budget to purchase home-office equipment and productivity tools.Learning & Development: Support for books, courses, and personal skill development.Healthcare & Wellness Support: Coverage for physical activities, vision care, and medical needs (including pets).Internet & Communication Support: Reimbursement for internet and mobile expenses.Life Event Support: Assistance during significant personal milestones.Working ArrangementFull-time, remote position.Flexible working hours aligned with EMEA time zones (8:00 AM–5:00 PM EST preferred).Initial probation period applies with full salary during this time.Interview ProcessApplication review1st interview (online)2nd interview (online)Final interview with senior leadershipInterviews are conducted remotely and may be completed within a short timeframe depending on availability.