Enterprise Customer Success Manager
At a glance
Mid-level Customer Success role at Deliverect. Toronto · full-time · CA$105,000–CA$133,000 OTE.
Growth Roles summary, based on the employer's posting.
What you'll do
- Set retention targets that show enterprise clients the measurable business value of the product
- Track implementation milestones from initial setup through advanced feature use, guiding clients as the product expert
- Turn customer data into reporting on profitability, operational efficiency, and overall account health
- Find expansion opportunities by matching new features and products to each client's needs
- Build stakeholder relationships, create value-focused materials, and coordinate priority work with Sales and Product
What you bring
- At least three years in Customer Success or Account Management, preferably in a fast-moving SaaS setting
- Hands-on ability with Planhat, HubSpot, Google Suite, Slack, and Zoom
- Technical fluency to learn software quickly and explain complex concepts to business decision-makers
- Strong communication, relationship-building, project management, and problem-solving skills
- A relevant degree or equivalent experience, plus a background in SaaS sales
Who this fits
You'll suit a consultative customer success professional who can manage enterprise relationships, interpret customer data, and coordinate complex work under pressure. English fluency and the legal right to work in Canada are required; French is highly beneficial. This is a full-time hybrid role with one week each month in the Toronto office.
From the employer
Department Focus:
The Growth team at Deliverect is a dedicated group of proactive and experienced professionals focused on empowering customers to achieve significant growth. By serving as strategic partners, we deeply understand our customers' evolving business needs to offer tailored support and guidance that maximizes the Deliverect platform's potential. We foster strong, long-term relationships, collaborating closely to identify unique opportunities and co-create innovative strategies for their continued success in a dynamic market.
Your Impact:
As an Enterprise Customer Success Manager, you'll be the strategic anchor ensuring our enterprise customers thrive and achieve maximum value from the Deliverect platform. You will focus on driving product adoption and fostering long-term loyalty for a mixed book of accounts, acting as the bridge between our customers and our internal Product and Support teams. Your role is pivotal in fueling retention and revenue growth through exceptional support and a data-driven approach to customer health.
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 $105,000 CAD and $133,000 CAD.
- This position is for an existing vacancy.
What you will do:
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Design and execute clear client retention goals that demonstrate the measurable value of the Deliverect product to enterprise business operations.
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Monitor client milestones for software implementation, serving as the subject-matter expert from initial setup through advanced feature navigation.
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Utilize data-driven insights to provide high-level reporting that showcases how Deliverect improves customer profitability and operational efficiency.
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Identify upsell opportunities for new features and products by deeply understanding unique client needs throughout the relationship lifecycle.
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Build and maintain strong, consultative relationships with key stakeholders.
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Develop tailored presentations and educational materials to effectively communicate product value to diverse internal and external audiences.
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Review customer feedback and concerns proactively to drive continuous improvement in the enterprise customer experience.
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Collaborate closely with internal teams, including Sales and Product, to ensure seamless execution of high-priority projects and client satisfaction.
What you will bring:
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3+ years of experience in Customer Success (B2B/B2C) or Account Management, preferably within a fast-paced SaaS environment.
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Proven proficiency with industry tools such as Planhat (CSP), HubSpot (CRM), Google Suite, Slack, and Zoom.
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Strong technical aptitude with the ability to grasp new software applications quickly and translate technical concepts for business decision-makers.
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Exceptional communication and interpersonal skills, with the ability to foster positive relationships via phone, email, and video.
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Demonstrated experience in project management, including the ability to manage multiple tasks and solve complex problems under pressure.
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A solutions-driven mindset with a commitment to customer success and a positive approach to organizational challenges.
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Relevant degree or equivalent work experience, along with a background in SaaS sales
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Fluency in French is highly beneficial for our North American market.
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Prior experience with POS systems, hospitality, or food-tech landscapes is considered a strong asset.
At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.
What You'll Gain by Joining Us:
Invest in Your Growth- We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.Solve Meaningful Challenges- Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.Drive Innovation- Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.Collaborate with a Global Team- Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.Be Part of a Unicorn- Join a rapidly scaling SaaS unicorn at the forefront of the order management industry, where your contributions have significant impact.Enjoy Regionally Tailored Rewards- Our compensation and benefits packages are thoughtfully designed to reflect the unique needs of each market, ensuring you’re supported with what matters most—right where you are.
Our Commitment to Inclusion:
We are dedicated to building a diverse and inclusive workplace where everyone feels valued and has equal opportunities to succeed. We strongly encourage applications from underrepresented groups.
Important Information:
1. Fluency in English is required, with strong written and verbal communication skills being essential. 2. Applicants must possess the legal right to work in the country where the role is based, as we are currently unable to provide financial assistance for relocation or travel.3. Please note that certain roles may require a background check as a condition of employment, and you will be informed of this during the initial screening process.4. We strive for an efficient and objective hiring process. Please be advised that an Artificial Intelligence tool is utilized to assist in the initial screening and assessment of applications based on required skills and qualifications. This process is designed to support our recruiters and does not replace human review.
If you require any accommodations or support during the recruitment process due to a disability, please do not hesitate to contact us at talent@deliverect.com.
Ready to shape the future of commerce with us? Explore our opportunities and apply today!
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