Enterprise Customer Success Manager

Schema App • Guelph, ON

1d • CA$75,000 - CA$85,000 • Remote

About The Position

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI. We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences. At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That’s why we’re building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences. We are hiring an Enterprise Customer Success Manager to manage a mixed portfolio of mid-market and enterprise customers, with increased complexity, revenue responsibility, and stakeholder depth. As an Enterprise Customer Success Manager, you own more complex customer relationships and operate as a trusted advisor to senior stakeholders. You are accountable for renewals and expansion strategy and are expected to independently lead commercial conversations and long-term success planning. Reporting to the Manager of Customer Success, you will play a critical role in driving net revenue retention and contributing to the company's growth objectives.

Requirements

• Engages confidently with senior leaders and decision-makers.
• Navigates complex organizations and aligns multiple stakeholders around shared goals, value realization, and long-term partnership.
• Designs and executes structured success and growth strategies that align customer maturity with Schema App’s capabilities.
• Anticipates future needs and positions expansion as a natural outcome of value delivered.
• Owns renewal and expansion motions with a strong understanding of contracts, timing, ROI, and customer buying dynamics.
• Leads consultative commercial conversations that protect and grow revenue.
• Identifies risk early in complex environments and proactively develops mitigation strategies.
• Brings clarity and structure to ambiguity and escalates thoughtfully when needed.
• Partners effectively with Sales, Product, Support, and Marketing to advocate for enterprise customer needs.
• Synthesizes feedback into clear insights that influence roadmap, messaging, and experience.
• Contributes to Schema App’s culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results.
• Embraces change and is empowered to experiment and improve continuously.

Nice To Haves

• Maintain deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search.
• Translate industry trends and product capabilities into actionable recommendations for customers.
• Educate customers and internal teams on best practices, emerging opportunities, and innovative use cases.

Responsibilities

• Build and maintain relationships with executive, business, and technical stakeholders across customer organizations.
• Develop engagement strategies that align to customer goals, organizational structure, and business priorities.
• Act as a trusted advisor by providing strategic guidance and driving alignment on long-term success plans.
• Create and execute customer success plans with measurable business objectives and KPIs.
• Monitor customer health, identify risks early, and lead mitigation strategies to ensure long-term success.
• Drive adoption, value realization, and measurable outcomes that support retention and growth.
• Own renewal strategy, forecasting, and customer communications throughout the contract lifecycle.
• Identify growth opportunities and lead consultative expansion conversations with key stakeholders.
• Build business cases that connect customer goals, realized value, and investment decisions.
• Lead strategic business reviews that demonstrate ROI, business impact, and progress toward customer goals.
• Present insights and recommendations tailored to executive and cross-functional audiences.
• Facilitate alignment on priorities, success metrics, and future opportunities.
• Gather, synthesize, and communicate customer feedback to Product and internal stakeholders.
• Advocate for enterprise customer needs and influence product direction through strategic insights.
• Partner cross-functionally to address customer challenges and improve the overall customer experience.
• Maintain deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search.
• Translate industry trends and product capabilities into actionable recommendations for customers.
• Educate customers and internal teams on best practices, emerging opportunities, and innovative use cases.

Benefits

• Great benefits for health & wellness, and your coverage starts as soon as you do
• RRSP matching!
• Flex days to re-energize on top of vacation days and you don’t work on your birthday

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed