Enterprise Customer Success Manager

At LumiQ, we're on a mission to make professional education enjoyable. As a modern, audio-first learning platform, we empower accounting and finance professionals to fulfill their continuing professional development requirements through engaging podcasts. Over the past five years, we've cultivated a devoted customer base of over 1,000 corporate and accounting firms across North America.

LumiQ is proud to be a 2025 Deloitte Fast 50 and Fast 500 winner. We're creating awesome proprietary content, nailing our go-to-market strategy, and being the first to shake up the industry. Most recently, we secured a strategic investment from Vertu Capital to fuel our expansion globally and continue executing on our exponential growth plans.

LumiQ is also a certified Great Place to Work We're all about transparency, ownership, innovation, and empathy. If you're ready to make a real impact and help us transform professional education, we'd love to hear from you

Reporting to the Manager, Customer Success, the Enterprise Customer Success Manager will serve as a trusted partner to LumiQ's strategic clients, driving adoption, engagement retention, and account growth. This role is accountable for customer outcomes, renewal negotiations, and identifying opportunities to expand the partnership over time.

Who You Are:

• You have 8+ years of experience in a customer-facing roles such as Customer Success, Account Management, or within an accounting firm
• You excel in relationship-driven roles, building trusted partnerships and driving long-term customer engagement and retention
• You are analytical and data-informed, able to interpret customer data, identify trends, and use insights to guide strategy, recommendations, and growth opportunities
• You are highly organized and can effectively manage multiple enterprise accounts, initiatives, and priorities simultaneously
• You are detail-oriented, proactive, and comfortable using tools such as Salesforce (or similar CRMs) and Excel to track engagement, performance, and renewal-related insights
• You are a clear and confident communicator, both written and verbal, and collaborate effectively with customers and cross-functional internal teams
• You are adaptable and thrive in a fast-paced, evolving environment, continuously refining your approach to better support customers and business goals
• You are comfortable engaging with executive and senior stakeholders, leading strategic conversations through active listening, thoughtful questioning, and tailored communication
• Having a CPA is an asset

What You'll Be Responsible For:

• Own and develop trusted advisor relationships with enterprise customers, stakeholders, and end users to deliver a best-in-class experience
• Monitor and analyze customer health, adoption, and engagement to proactively mitigate churn and identify growth opportunities
• Lead customer onboarding, business reviews, and strategic goal-alignment conversations to drive measurable outcomes
• Use data and customer insights to guide recommendations and support renewal and expansion discussions
• Act as the voice of the customer by gathering feedback and advocating across product, content, and internal teams
• Deliver clear, timely, and proactive communication while maintaining a high standard of responsiveness and detail
• Maintain accurate customer records in Salesforce and other CRM tools to support reporting and account planning
• Partner with customers to help shift from a compliance-driven approach to a culture of continuous learning
• Support cross-functional initiatives as needed to advance Customer Success goals

If you think your experience is most of the way there, we'd still love to meet you

Please note this is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 2 times a week. However, for training & onboarding purposes, the in-office expectation time will increase.

Benefits and Perks:

• Health Benefits are available after 3 months with us, including a yearly health spending account. You'll also have access to an Employee Assistance Program for additional support if needed
• Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong
• Monthly team social events: (Super Smash Bro party, hot chocolate bar, Blue Jays game, Hot One's Challenge are just a few examples of what we have done in the past)
• Schedule flexibility: We know our employees have lives outside of work and don't mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school
• Nomad policy: Work remotely 4 weeks of the year from anywhere in the world
• Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more
• LumiQ Clubs: Join an existing club or start your own

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.