Senior Customer Success Manager

Job Role:
Senior Customer Success Manager, Enterprise

Location:
Toronto, Canada - Hybrid, 3 days per week

Who we are:

We believe everyone can be better with a coach... and we won't stop until we get there.

Coaching changes people's lives. It helps them be happier and more productive in their work. It turns entire companies into more inclusive, more productive places to be. That's why we've made it easy for more people – not just those at the top – to benefit from the world's best coaches. This is true of our EZRA team. We believe a happy team is a productive one. We help our people grow, to care deeply about and be proud of what we do.

The Role:

As EZRA continues to grow, so does our mission to be in front of more organizations worldwide To accomplish this, we are looking for a Senior Customer Success Manager, Enterprise, reporting directly to the regional Enterprise Customer Success Lead.

The focus of this role will be to work hand-in-hand with our largest Enterprise clients to oversee post-launch customer success deliverables to provide a best-in-class service to EZRA's valued customers.

This is an exciting role with significant stretch opportunities, with the individual expected to play a critical role in EZRA's current and future growth.

What You'll Do:

• Lead end-to-end program delivery for a portfolio of Enterprise clients, acting as the primary point of contact from post-sale through completion, and coordinating global efforts when multiple CSMs support the same account.
• Build strong client relationships by understanding their goals, addressing program-related needs, and partnering with Sales and internal teams (e.g., Solutions, Coaching, Product, Finance) to support growth and success.
• Drive strategic insights and reporting, aligning data and coach insights to client objectives, preparing business reviews, and encouraging engagement with EZRA's reporting tools.
• Manage revenue planning and tracking, including oversight of prepay balances, contribution to revenue recognition targets, and ensuring invoicing accuracy.
• Use systems and tools to support program delivery, including project management platforms, data intake forms, and coordination with Finance for billing execution.
• Support internal enablement by mentoring team members and contributing to process improvements that enhance the client and participant experience.

About You:

• 5 + years of experience in Customer Success or a related corporate role, with a focus on managing complex relationships, particularly with large Enterprise clients.
• Skilled in navigating dynamic, high-growth environments, with the ability to work independently, manage competing priorities, and adapt to ambiguity.
• Strong problem-solving and critical thinking abilities, with a proactive approach to identifying solutions and driving outcomes.
• Collaborative and influential, able to work across functions, build alignment without direct authority, and thoughtfully challenge existing processes when needed.
• Understanding of marketing and sales messaging principles, and a strong commitment to supporting both client and participant success.

Life at EZRA:

• Your Own World-Class Coach to help you grow personally and professionally.
• Coaching for Friends and Family because coaching is a gift worth passing on.
• Charity Days to support causes close to your heart - because doing good feels good.
• Learning Budget to fuel your curiosity. If it helps you grow, we're in.
• Weekly Wellbeing Hour just for you. No meetings. No emails. Just space to breathe, reflect, or reset.
• Regional benefits - Health Insurance, Registered Retirement Savings Plan, Health and fitness reimbursement plan, Supplementary health plan.
• A welcoming place to do your best work. Comfortable, collaborative and inclusive… and dog-friendly too

We're an equal opportunity employer dedicated to building a diverse team that reflects the communities in which we work, where everyone has a voice and feels able to be themselves.

We believe that diversity strengthens to our culture and business. Valuing uniqueness and respecting our differences means we grow faster, become better, and achieve more.

In the spirit of transparency, credentials are verified through background checks conducted upon conditional employment, in accordance with applicable laws.