Enterprise Customer Success Manager

Enterprise Customer Success Manager

We are Ideal. Our mission is to be the data behind every talent decision to ensure accuracy, fairness and efficiency. As a market leader and first-mover in Talent Intelligence Ideal has the opportunity to build and develop one of the most innovative and crucial products to help match the top talents to the right jobs. This means we screen job applications for our customers and use AI to help them make fair and accurate recruiting decisions. We have experienced fast growth and major traction amongst some of the largest organizations in the world. As our customer base and product have evolved so has our need for experienced Customer Success talent.

We are looking for an Enterprise Customer Success Manager to partner with our customers and help them to become wildly successful with Ideal! 

What you’ll do: 

• Manage the full customer lifecycle from onboarding to adoption, nurturing, renewal, and growth
• Drive customer’s overall success with Ideal
• Proactive customer activities including success planning, education planning, account mapping, and risk-mitigation initiatives
• Promote product usage and adoption through education and change management best practices
• Create and deliver customer content and enablement materials including training guides, business review decks, webinars, FAQ documents, etc. 
• Interpret customer data, present insights and align recommendations with success metrics/ROI
• Facilitate renewal conversations, prepare pricing and contracts
• Advocate for customers to drive product innovation and process improvements
• Consistently track customer journey and engagement activities
• Identify risks to customers achieving their stated business goals and work with internal teams to build risk-mitigation/get-well plans
• Partner with customers to create case studies and referrals

What we’re looking for:

• 7+ years experience in enterprise software project management and customer success or equivalent industry experience
• Experience working with large enterprise organizations
• Strong project management and coordination with multiple teams and stakeholders
• Excellent listening, presentation and communication skills at all business levels
• Ability to manage several concurrent tasks and prioritize effectively
• Ability to leverage data, analytics and automation to problem solve and drive demonstrable ROI
• Human Resources and/or Talent Acquisition experience is an asset

What we offer:

Investing in our team makes sense. That's why we provide:

• Company values that emphasize treating your team with respect
• An effort on building a diverse team and making all team members feel welcome
• Competitive comp and equity
• Work from our office in the heart of downtown Toronto (post COVID open again) or remote. It’s up to you.
• Access to education/career growth tools 
• Your choice of gear