Enterprise Customer Success Manager

This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our office and 2 days from the comfort of your home.

Important information

• Fluency in English is required, with strong written and verbal communication skills being essential.
• French language skills would be considered a strong asset. 
• This is a full-time, hybrid role working 1 week per month in the Toronto Office
• The expected annual OTE for the role is between $83,900 CAD and $106,335 CAD plus applicable performance based bonuses. 
• This position is for an existing vacancy. 
  

What you will do:

• 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.

  
  

What you will bring:

• 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 French is highly beneficial for our North American market.

  
  

• Prior experience with POS systems, hospitality, or food-tech landscapes is considered a strong asset.