Senior Customer Success Manager (Enterprise)

Blue J • Toronto, ON

42d • Hybrid

About The Position

Blue J is the leading generative AI solution for tax professionals. As a B2B
SaaS company, our customers are accountants and tax experts who rely on our
market-leading software to deliver fast, accurate, and defensible answers to
complex tax questions.

With the launch of our flagship generative AI product, we’ve consistently
exceeded our revenue targets quarter over quarter and continue to accelerate our
growth. Our product roadmap is ambitious, customer-focused, and designed to
deliver exceptional value at speed.

On the heels of our $122M USD Series D funding, we are accelerating an ambitious
product roadmap and continuing to scale how we serve customers. We are looking
for a Senior Customer Success Manager, Enterprise to join our team and help
shape the experience and growth of some of Blue J’s most strategic customer
relationships. Reporting to The VP of Customer Success, this role will play a
key part in driving enterprise account health, implementation success, renewal
readiness, and expansion.

We are seeking a strategic and execution-focused Customer Success Manager to
manage a focused portfolio of Blue J’s largest enterprise accounts. This role is
well suited for someone who can effectively navigate complex customer
environments and bring structure, clarity, and forward momentum to evolving
situations.

You will own a portfolio of high-value enterprise customer accounts, guiding
them through multi-stakeholder onboarding and implementation journeys (typically
9–12 months) while coordinating post-sale efforts across internal teams and
customer stakeholders.

You will partner closely with Enterprise Account Executives on renewal and
expansion strategy. While commercial negotiations may initially sit with other
team members, you will be responsible for supporting customer readiness,
fostering executive alignment, and articulating value to help enable successful
outcomes. This role also offers the opportunity to contribute to how Blue J
supports enterprise customers as the business continues to grow.

Requirements

• 7+ years of experience in customer success, strategic account management, implementation, consulting, or similar consultative post-sale roles
• Experience managing enterprise or strategic accounts, including navigating complex, multi-stakeholder environments and high-value portfolios
• Strong project and program management skills, with the ability to manage multiple workstreams simultaneously
• Clear and effective communication skills, including written, verbal, and presentation abilities across a range of audiences
• Strong business acumen, with experience supporting renewal and expansion efforts
• Ability to navigate ambiguity and adapt within evolving, fast-paced environments
• Strong organizational skills, attention to detail, and consistent follow-through
• A collaborative and resourceful approach, with the ability to influence and work effectively across teams

Responsibilities

• Manage a focused portfolio of enterprise accounts and build strong, trust-based relationships with customer stakeholders
• Own post-sale account strategy across onboarding, implementation, adoption, value realization, renewal readiness, and expansion support
• Lead complex onboarding and implementation programs, aligning customer stakeholders and internal teams around milestones, deliverables, risks, and desired outcomes
• Facilitate regular business cadences, including quarterly business reviews (QBRs) and executive business reviews (EBRs)
• Develop and maintain clear account plans, stakeholder maps, success plans, documentation, and executive-ready status updates
• Coordinate cross-functional collaboration across Customer Success, Sales, Product, Engineering, Support, and leadership to support successful delivery
• Identify potential account risks early, escalate as appropriate, and support the development and execution of recovery plans when needed
• Partner with Enterprise Account Executives to identify and support expansion opportunities across the portfolio
• Build strong product understanding to demonstrate Blue J and connect product capabilities to customer priorities
• Contribute to the ongoing development of Blue J’s enterprise customer success processes, documentation standards, and operating practices

Benefits

• An opportunity to contribute to how Blue J supports and grows its enterprise customer relationships
• A purpose-driven environment where your work helps improve clarity, efficiency, and accessibility in tax research
• Competitive compensation, equity, and benefits, with the opportunity to participate in Blue J’s long-term success
• A collaborative and supportive team environment that values diverse perspectives, respect, and continuous improvement
• A work environment that supports balance and encourages boundaries, with colleagues who respect them

What This Job Offers

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