Customer Success Manager

3 weeks ago


Waterloo, Canada eSentire Full time

About eSentire

Founded in 2001, the company’s mission is to hunt, investigate and stop cyber threats before they become business-disrupting events. Combining cutting-edge machine learning XDR technology, 24/7 Threat Hunting, and proven security operations leadership, eSentire mitigates business risk and enables security at scale.

The Team eSentire difference means enterprises are protected by the best in the business with a named Cyber Risk Advisor, 24/7 access to SOC Cyber Analysts, Elite Threat Hunters, and industry-leading threat intelligence research from eSentire’s Threat Response Unit (TRU). eSentire provides Managed Risk, Managed Detection and Response and Incident Response services.

About The Customer Success Team

We’re continuing to build out a passionate team of A-player Customer Success Managers. We are looking for a strategic, relationship-minded and experienced Senior Customer Success Manager to join our ranks, as we exponentially grow our customer base.

Our Customer Success team supports a wide array of customers along the entire sales lifecycle, as they engage with us and adopt our services to achieve their goals. We ensure customers are optimized and scale effortlessly through impactful engagements, all focused on driving business and technical value. Our obsession is understanding a customer’s business to build lasting partnerships that continue to add value over time.

We are laser focused on making customer success a company-wide imperative and building a culture around putting customers first.

Who You Are

As a Customer Success Manager, you will be responsible for making midmarket customers (businesses over 250 employees and less than 1,000 employees) in your portfolio successful.

You are passionate about helping our customers transform and optimize their customer experiences, and you will instill that expertise into our team. You are able to innovate in rapid cycles and test solutions to learn what works, then feed insights into a strategy and long-term solutions.

You must have scale-up culture in your DNA and get energized by a low-ego, “all hands on deck” environment. You care deeply about not only making your portfolio customers successful, but also collaborating with your peers to ensure eSentire’s success. You are empathetic, enthusiastic and take risks - upping the game of the CSM team. You are a customer-focused leader — an independent critical decision maker and a strategic thinker with no problem taking on the nitty-gritty work.

What You Are Great At

Your top priority will be developing and driving Customer Success Programs for your portfolio of customers — leaving no retention rock unturned. Your responsibilities will include that you:

- Provide overall value and relationship management to portfolio of customers
- Manage customer expectations and demonstrates expertise and leadership
- Understand the broader business perspective and make decisions accordingly
- Provide Insight - surfacing and sharing new/insightful analyses and recommendations across the CS team and product team
- Provide strategic guidance to help your customers grow, so you align eSentire with company’s business priorities
- Build distinctive insight and compelling ROI across all client types
- Conduct customer health-checks and review customer health scores with an emphasis on customers’ success with eSentire
- Monitor and identify adoption, maturity and growth trends customers to inform customer and business strategy
- Manage renewals and find new expansion opportunities within the account
- Manage escalations and service reviews
- Create customer success plans - understanding client objectives and can develop plans to manage
- Collaborate with CSM peers, cross-functional teams, and senior leaders to ensure customers are successful
- Make recommendations and influence important operating issues/decisions for the broader team
- Find ways to streamline work, innovate key processes and leverage technology
- Meet and exceed churn and revenue goals - You will be measured by renewal and retention rates, new sale leads, referenceable customers & NPS

What We Require
- 3+ years managing complex enterprise & mid-market accounts, preferably in a Security, SaaS or MSP based organization. Ability to identify and solve complex problems
- Experience managing about 50 mid-market accounts
- Experience negotiating renewals and working through the commercials
- Represent the voice of customers - identify and convey customer feedback and use cases to product team
- Confidence in setting and delivering upon ambitious metrics
- Understanding of SaaS business models and their overall relationship to Customer Success
- Experience at a security or technology company or relevant consultancy
- Quick to learn new trends, programs and software.
- Ability to learn and persuasively articulate eSentire’s value proposition to client senior executive teams
- Patience and positivity. Ability to be focused



  • Waterloo, Canada eSentire Full time

    About eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. About The Customer...


  • Waterloo, Canada GHD Full time

    Organizations don't innovate, people do. As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good. And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter. Join our team of over 600 data scientists, design...

  • Customer Success Manager

    6 minutes ago


    Waterloo, Canada NAVBLUE Full time

    **Function**: - Customer Experience**Location**: - Waterloo, Ontario **Reference**: **Contract type**: Permanent **Working time**: Full Time **Job Summary**: Reporting to the VP Customer Experience, the Customer Success Manager (CSM) will be responsible for managing the relationship with a portfolio of customers in his or her region. The expectation...


  • Waterloo, Canada Open Text Corporation Full time

    **Customer Success Manager - Cybersecurity/ SAAS**: - Req id: 39912- Waterloo, ON, CA**OPENTEXT** OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in...


  • Waterloo, Canada Alumni Educational Solutions Full time

    **Description**: At Alumni, Customer Experience is the forefront of what we do. The priority of our team is to help our customers be successful and to ensure that their experience with Alumni is effortless by delivering high-quality, quick and personable support. As a Customer Success Associate, you are responsible for the experience of our customers. This...


  • Waterloo, Canada Canonical - Jobs Full time

    The role of a Junior Customer Success Manager at CanonicalCustomer success is a new and strategic department at Canonical, with a clear objective to reduce risk and churn, facilitate the adoption of new products or services and support expansion within existing accounts. Customer Success Managers (CSM) are responsible for developing trust with their assigned...


  • Waterloo, Canada Cineplex Full time

    Work location: CDS 137 Northfield Dr City: Waterloo What you will do: Customer Success Supervisor directly supports Customer Support Manager with all department matters assisting with general management of internal tools, processes, training, and vendors. Manages special projects and ensures operational excellence through best practices and effective...


  • Waterloo, Canada eSentire Full time

    About eSentire eSentire is on a mission to hunt, investigate and stop cyber threats before they become business disrupting events. We were founded on the premise that if you can’t find a solution, you build it. Entrepreneurship and innovation are in our DNA. Our culture is based on transparency, teamwork, and continuous innovation. About The Customer...

  • Voice of Customer

    19 hours ago


    Waterloo, Canada TextNow Full time

    We believe communication belongs to everyone. We exist to democratize phone service. TextNow is evolving the way the world connects and that's because we're made up of people with curious minds who bring an optimistic, yet critical lens into the work we do. We're the largest provider of free phone service in the nation. And we're just getting started. Join...


  • Waterloo, Canada Sun Life Full time

    You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll...


  • Waterloo, Canada TD Bank Full time

    **TD Description** Stay current and competitive. Carve out a career for yourself. Grow with us. **Department Overview** At TD Canada Trust, we are the frontline of TD Bank. We strive to build deep and long - lasting relationships with our customers. By understanding their needs and providing personalized financial solutions, our purpose is to help our...


  • Waterloo, Canada IMS Full time

    **Company Overview IMS (Insurance and Mobility Solutions) is a leader in connected car and telematics services. We provide services and analytics to insurers, governments, and enterprises. We are proud to be the developer of the industry-acclaimed; cloud-based “Drive-Sync” connected car platform. From insurers and governments to dealerships and everyday...


  • Waterloo, Canada Xeim - Excellence in marketing Full time

    Job Title: Customer Engagement ExecutiveAs Econsultancy continues to undergo transformation into a learning provider, driving usage across all enterprise accounts is a top priority for 2024.Over the past three years, the new product and proposition has evolved, we’ve improved usage data management and analysis. The team of customer engagement managers...


  • Waterloo, Canada Xeim - Excellence in marketing Full time

    Job Title: Customer Engagement ExecutiveAs Econsultancy continues to undergo transformation into a learning provider, driving usage across all enterprise accounts is a top priority for 2024.Over the past three years, the new product and proposition has evolved, we’ve improved usage data management and analysis. The team of customer engagement managers...


  • Waterloo, Canada Xeim - Excellence in marketing Full time

    Job Title: Customer Engagement ExecutiveAs Econsultancy continues to undergo transformation into a learning provider, driving usage across all enterprise accounts is a top priority for 2024.Over the past three years, the new product and proposition has evolved, we’ve improved usage data management and analysis. The team of customer engagement managers...


  • Waterloo, Canada ACUTE Environmental Services Full time

    **Customer Service Representative** **ACUTE Environmental and Safety Services Inc**. is looking for an experienced, career-minded **Customer Service Representative **whois responsible for serving customers in person and via the telephone. The Customer Service Representative is accountable for dealing with customer inquiries, and processing transactions,...


  • Waterloo, Canada Equitable Life of Canada Full time

    At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join...


  • Waterloo, Canada GHD Full time

    Organizations don't innovate, people do. Who are we looking for? The Customer Experience (CX) team at GHD Digital, Products and Platforms team is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year. The Head of Customer Experience is responsible for the end-to-end journey our customers experience...


  • Waterloo, Canada Equitable Life of Canada Full time

    At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join...


  • Waterloo, Canada Northern Digital Inc Full time

    At NDI, our mission is built around using our measurement technologies to improve medical procedures and patients’ lives. This requires product innovation that is achieved through fostering collaboration, trust, and strong relationships. At NDI, you will work with talented people who are ready and willing to push their limits in an environment where...