Senior Enterprise Customer Success Manager

Perceptyx•Toronto, ON

3h•CA$140,000 - CA$150,000

About The Position

At Perceptyx, we’re on a mission to help organizations turn employee insights into measurable impact. Our AI-enabled employee experience platform leverages the science of listening, behavioral nudges, and predictive analytics to help clients elevate engagement, retention, and performance. We’re a team of innovators fueled by purpose, collaboration, and excellence — and we’re looking for someone who wants to play at the highest level.

Requirements

5–7+ years of experience in Customer Success, Account Management, or post-sales consulting within a B2B SaaS environment.
Demonstrated success managing high-touch enterprise accounts with multiple C-suite stakeholders, owning both retention and revenue growth.
Strong commercial instincts with familiarity leading complex software renewals and expansion mechanics.
A data-driven mindset with the ability to analyze usage/health metrics, build compelling value stories, and translate data into strategic action.
Experience working with or comfort rapidly learning tools such as Salesforce and Gainsight (or comparable CSM platforms) to manage customer data.
Excellent communication, presentation, organizational, and project management capabilities.
Self-starter who operates with autonomy in a fast-moving space.
Undergraduate degree preferred, or equivalent practical experience.

Nice To Haves

Experience in employee experience (EX), HR tech, or people analytics.
Background partnering with AI-driven platforms or analytics-led software solutions.
Prior history of formally mentoring peers or contributing directly to process improvement initiatives.

Responsibilities

Own full-lifecycle customer success for a book of mid-market and enterprise accounts, driving onboarding, adoption, value realization, renewals, and expansions.
Drive gross retention and net revenue retention by proactively protecting renewals and expanding existing accounts through upsell and cross-sell motions.
Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with C-suite and senior stakeholders, explicitly linking program outcomes to business metrics and ROI.
Build and execute data-driven customer success plans that articulate adoption journeys, risk mitigation strategies, health scoring, and concrete growth paths.
Monitor customer health via system usage, product engagement, survey metrics, sentiment, risk flags, and financial indicators to proactively escalate, intervene, or upsell.
Act as a customer advocate inside Perceptyx, partnering with Sales (for expansion), Product (for roadmap feedback), Consulting (for delivery), and Marketing (for customer references and advocacy).
Mentor and coach less-experienced Customer Success Managers while actively contributing to CS playbooks, internal processes, and scaling best practices.