Manager – Enterprise Customer Success
Confirmed live in the last 24 hours
Noibu

51-200 employees

Ecommerce error detection and resolution platform
Company Overview
Noibu offers a unique eCommerce monitoring platform that effectively detects and resolves revenue-impacting errors on websites, providing unparalleled visibility into back-end operations. The platform's ability to quantify the financial impact of errors is a distinct competitive advantage, enabling businesses to prioritize fixes based on potential revenue loss. With a proven track record of increasing conversion rates and improving customer experience, Noibu has established itself as a leader in the eCommerce industry.
Consumer Software

Company Stage

N/A

Total Funding

$5M

Founded

2017

Headquarters

Ottawa, Canada

Growth & Insights
Headcount

6 month growth

3%

1 year growth

3%

2 year growth

3%
Locations
Ottawa, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
CategoriesNew
Customer Success & Support
Requirements
  • 10+ years of experience leading and managing a team of Customer Success Managers in a high-touch B2B SaaS enterprise-level environment
  • Proven track record of consistently hitting GRR Targets quarter over quarter and managing a $10M+ book of business
  • Passionate about delivering exceptional customer experiences and identifying opportunities to enhance customer success
  • Strategic mindset with the ability to develop and implement customer success strategies aligned with overall business goals
  • Strong communication and interpersonal skills to build meaningful relationships with customers and internal stakeholders
  • Data-driven decision-making using data and analytics to continuously improve customer success outcomes
  • Adaptability and resilience in a fast-paced environment to meet evolving customer and business needs
  • Familiarity with the enterprise technology industry and customer success best practices
Responsibilities
  • Motivate and guide a team of Enterprise Customer Success Managers to deliver exceptional service and support to enterprise clients
  • Develop and implement customer success strategies to enhance customer satisfaction, retention, and expansion opportunities
  • Monitor key performance indicators (KPIs) to assess the team's effectiveness and identify areas for improvement
  • Cultivate strong relationships with enterprise customers to understand their unique needs and challenges
  • Work closely with Product and Go-To-Market (GTM) teams to provide customer insights and feedback
  • Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly
  • Act as a customer advocate within the organization, ensuring that customer feedback is heard and prioritized in business decisions
Desired Qualifications
  • Experience in impacting Gross Revenue Retention, Net Revenue Retention, NPS, Logo Churn, Operational Efficiency, and Key Product Usage Targets
  • Passion for joining a fast-growing technology company with a dedicated and values-driven team
  • Interest in working for a pay-for-impact company with access to Employee Stock Option Plan and potential variable pay or bonus arrangements
  • Ability to thrive in a flexible working style with unlimited time off and minimum 3 weeks annual leave for all employees