Customer Success Manager - Enterprise

Caribou•Toronto, ON

5d•Hybrid

About The Position

Caribou is building the engagement infrastructure for the home care workforce and the agentic layer for home care operations. Our platform interfaces with office staff and front-line caregivers to facilitate meaningful recognition, stronger relationships, and operational efficiency. We’re looking for a Customer Success Manager to lead strategic enterprise customer accounts. This opportunity is for a compassionate problem solver who thrives in fast-paced environments and is looking to make a meaningful impact with the largest home care companies in North America. Customer Success @ Caribou combines consulting, project and relationship management, analytics, data storytelling, and applying behavioral psychology principles to caregiver engagement program design. This role will report to the Head of Enterprise Customer Success. Success in this role will be defined by your ability to drive measurable outcomes for your customers and identify and manage risk to value-attainment. You’ll collaborate with executive and senior-level stakeholders and influence product enhancements to maximize value to enterprise home care companies.

Requirements

2+ years of working with customers or managing relationships
High integrity and reliability
Growth mindset and a hunger for feedback
Excellent communicator (written and verbal), able to adapt to different situations and stakeholders
Low-ego team player, deeply empathetic, and a self-starter who thrives without a playbook in front of you
Excellent organization and attention to detail

Nice To Haves

Experience in Customer Success, SaaS products, and/or startups
Experience working with executive or senior stakeholders
Comfortable working with and managing large sets of data
Evidence of teaching yourself something hard
Strong storytelling skills

Responsibilities

Owning customer performance end-to-end, from implementation through renewals and scale-ups, for enterprise agencies and strategic accounts
Leading and coordinating launches of new customers across North America
Collaborating with cross-functional teams to identify new ways to solve customer issues and unlock maximum value
Supporting home care agencies with innovative strategies, best practices, and data analysis
Turning ambiguity into repeatable systems as we scale (building playbooks, mapping the customer journey, etc.)
Working cross-functionally with product, operations, integrations, and other teams on strategic projects or new growth opportunities