Customer Success Manager - Enterprise

Caribou

5d•Hybrid

About The Position

Caribou is seeking a Customer Success Manager to lead strategic enterprise customer accounts and help solve the caregiver crisis by supporting home care organizations. Customer Success at Caribou combines consulting, project and relationship management, analytics, data storytelling, and behavioral psychology principles applied to caregiver engagement program design. The role is focused on driving measurable customer outcomes, identifying and managing risks to value attainment, collaborating with executive and senior-level stakeholders, and influencing product enhancements that maximize value for enterprise home care companies. The position reports to the Head of Enterprise Customer Success. Caribou’s platform supports home care office staff and front-line caregivers through recognition, stronger relationships, and operational efficiency. The company is recognized among Canada’s fastest-growing technology companies. The team primarily operates from Toronto, with one in-office day per week; remote work options are available.

Requirements

At least 2 years of experience working with customers or managing relationships.
High integrity and reliability.
Growth mindset and willingness to seek feedback and professional development.
Excellent written and verbal communication skills, with the ability to adapt to different situations and stakeholders.
Empathetic, low-ego team player who is a self-starter and can thrive without an established playbook.
Excellent organization and attention to detail.

Nice To Haves

Experience in consulting, high-growth startups, or home care or healthcare.
Experience in Customer Success, SaaS products, and/or startups.
Experience working with executive or senior stakeholders.
Comfort managing large sets of data.
Evidence of teaching yourself something challenging, such as switching domains, taking on an unfamiliar stretch role, or becoming credible in a new area.
Strong storytelling skills, including the ability to turn complex data into a clear narrative for an executive audience.

Responsibilities

Own customer performance end-to-end, from implementation through renewals and scale-ups, for enterprise agencies and strategic accounts.
Lead and coordinate launches of new customers across North America.
Collaborate with cross-functional teams to identify new ways to solve customer issues and unlock maximum value.
Support home care agencies with innovative strategies, best practices, and data analysis.
Turn ambiguity into repeatable systems as the company scales, including building playbooks and mapping the customer journey.
Work cross-functionally with product, operations, integrations, and other teams on strategic projects or new growth opportunities.
Drive measurable outcomes for customers and identify and manage risks to value attainment.
Collaborate with executive and senior-level stakeholders and influence product enhancements.