Enterprise Customer Success Manager

Deliverect • Toronto, ON

10d • Hybrid

About The Position

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

Meet the Growth team at Deliverect—a squad of highly motivated and seasoned professionals laser-focused on propelling our customers to new heights. We grasp the ever-changing landscape of business needs and take a proactive approach, reaching out to our customers to provide the help and support they need. Think of us as your growth partners, dedicated to ensuring that every business maximises the potential of our platform's features and functionality.

Understanding that each of our customers has distinct needs, goals, and ambitions, we offer a suite of products tailored to help them reach their unique milestones. Our commitment goes beyond the transactional; we're here to build long-term relationships. See us collaborating with our customers, uncovering growth opportunities, and co-creating innovative strategies that set the stage for their success.

At Deliverect, we don't just talk about growth—we embody it. Our Growth team is the dynamic force behind businesses flourishing in today's ever-evolving landscape, proving that success is not just a destination but a journey we navigate together.

Requirements

• 3+ years of experience in Customer Success (B2B/B2C) or Account Management, preferably within a fast-paced SaaS environment.
• Proven proficiency with industry tools such as Planhat (CSP), HubSpot (CRM), Google Suite, Slack, and Zoom.
• Strong technical aptitude with the ability to grasp new software applications quickly and translate technical concepts for business decision-makers.
• Exceptional communication and interpersonal skills, with the ability to foster positive relationships via phone, email, and video.
• Demonstrated experience in project management, including the ability to manage multiple tasks and solve complex problems under pressure.
• A solutions-driven mindset with a commitment to customer success and a positive approach to organizational challenges.
• Relevant degree or equivalent work experience, along with a background in SaaS sales
• Fluency in English is required, with strong written and verbal communication skills being essential.

Nice To Haves

• French language skills would be considered a strong asset.
• Fluency in French is highly beneficial for our North American market.
• Prior experience with POS systems, hospitality, or food-tech landscapes is considered a strong asset.

Responsibilities

• Design and execute clear client retention goals that demonstrate the measurable value of the Deliverect product to enterprise business operations.
• Monitor client milestones for software implementation, serving as the subject-matter expert from initial setup through advanced feature navigation.
• Utilize data-driven insights to provide high-level reporting that showcases how Deliverect improves customer profitability and operational efficiency.
• Identify upsell opportunities for new features and products by deeply understanding unique client needs throughout the relationship lifecycle.
• Build and maintain strong, consultative relationships with key stakeholders.
• Develop tailored presentations and educational materials to effectively communicate product value to diverse internal and external audiences.
• Review customer feedback and concerns proactively to drive continuous improvement in the enterprise customer experience.
• Collaborate closely with internal teams, including Sales and Product, to ensure seamless execution of high-priority projects and client satisfaction.

Benefits

• Dedicated learning budget
• Clear learning pathways
• Paternity/maternity policies
• Enhanced vacation entitlement
• Flexible work schedule
• Performance-Driven Freedom: Your contributions speak louder than the clock. Achieve flexibility by focusing on what matters—delivering impactful results. Your autonomy in choosing how you achieve success is recognised and celebrated.
• Regionally tailored rewards

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree