Senior Customer Success Manager, Enterprise

Greenhouse • British Columbia, BC

4d • CA$97,700 - CA$146,500 • Remote

About The Position

Greenhouse is looking for a Senior Customer Success Manager, Enterprise to join their team. Greenhouse is the world’s fastest-growing enterprise talent acquisition suite and their Customer Success team is a primary driver of that growth. They are strategic partners to their customers and help them drive and adopt talent acquisition and recruiting best practices within their organizations. The role involves being the owner of ongoing consultative relationships and the face of Greenhouse throughout the entire customer journey - from pre-sales, to implementation and ongoing optimization.

Requirements

• 5+ years of hands-on account management or customer success management experience, preferably in the B2B tech/SaaS sector
• A background managing complex enterprise accounts with high ARR responsibility
• Demonstrated ability to drive product adoption across multi-product SaaS environments
• Comfort with and curiosity about AI tools — both in your own workflow and in how you help customers adopt AI-powered features
• Strong discovery skills — you ask thoughtful, open-ended questions that get to the heart of what value looks like for each customer
• Proven track record managing retention, expansion, and risk mitigation across a strategic book of business
• Formal or informal project management experience
• Experience collaborating with and orchestrating large cross-functional account teams
• Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time.

Nice To Haves

• Background in SaaS, a plus
• Background in HR Tech or Talent Acquisition, a plus
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Responsibilities

• Provide strategic direction for clients on Greenhouse products and within their fields of expertise. Achieve full fluency in substantial industry trends and topics to advise customer leaders from various functions
• Illustrate business value by defining clear metrics and proof points for all customer engagements (implementation goals, business reviews, etc)
• Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering
• Act as a trusted advisor to clients and become an extension of the customer’s team. Successfully establish relationships wide and high throughout the organization
• Establish and grow relationships throughout the organization- from weekly syncs with day-to-day users to business reviews with C-suite executives
• Utilize data to provide product and strategy recommendations. Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy
• Develop a vision that motivates others to achieve their goals. Lead innovation within, and in addition to primary role through projects and initiatives
• Identify complex upsell opportunities and work with Sales and Expansions teams to assist in renewing and expanding Enterprise customer contracts. Conduct strategic account planning to prioritize opportunities and customer goals
• Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes
• Invent solutions to customer challenges where the playbook doesn't yet exist, particularly as customers navigate AI-powered hiring tools
• Use our learning and development budget to further educate yourself, learn a new skill, or upgrade an existing one
• Additional projects and responsibilities as business needs require

Benefits

• Use our learning and development budget to further educate yourself, learn a new skill, or upgrade an existing one
• performance review program that’s committed to providing actionable feedback
• bonus structure that rewards great performance
• award-winning culture that’s been recognized as Fortune’s Best Places to Work and Inc.’s Best Workplaces multiple years in a row.

What This Job Offers

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