What You'll Do
Enterprise Relationship & Retention Management: Own the end-to-end relationship for a portfolio of strategic accounts, taking ultimate responsibility for customer retention, driving product adoption, and proactively mitigating churn.
Commercial Growth & Expansion: Drive revenue growth by identifying upsell/cross-sell opportunities across products and services, leading contract negotiations, and managing renewal/expansion quotas.
Executive Reviews & Strategy: Host and facilitate Executive Business Reviews (EBRs) with C-suite and key economic buyers, translating performance data into long-term strategic roadmaps.
Churn Prevention & Save Motions: Manage the customer cancellation workflow by identifying at-risk accounts early, leading targeted commercial and technical save efforts, and conducting root-cause offboarding analysis.
Escalation & Critical Issue Resolution: Serve as the primary escalation point for customer-impacting roadblocks, orchestrating cross-functional resolution alongside Product, Support, and Engineering.
Product Education & Best Practices: Provide ongoing customer training, consult on optimal workflows, and deliver industry best practices to ensure continuous value realization throughout the client lifecycle.
Voice of the Customer (VoC): Advocate internally for customer needs, sharing structured product feedback and actionable insights with Product and Go-to-Market teams.
Team Mentorship & Onboarding: Assist in onboarding, training, and mentoring newer CSMs, serving as a first-line escalation and peer resource prior to management involvement.
Process & Playbook Improvements: Partner with CS leadership to develop team-wide initiatives, refine customer-journey workflows, and optimize scalable CS playbooks.
CRM Hygiene & Portfolio Tracking: Maintain meticulous account health scores, contact details, notes, and renewal pipelines in Salesforce to ensure complete data visibility.
Evangelism & Industry Presence: Represent the company at customer-facing forums, webinars, and internal panels, staying attuned to market and industry trends to advise customers proactively.
What You'll Bring
5+ years of experience in customer success, account management, or high-touch client services (preferably in a B2B SaaS environment).
Proven experience managing commercial goals, carrying expansion/renewal quotas, and successfully upselling products and services to an existing customer base.
Familiarity with SaaS contract negotiations, renewal-risk mitigation strategies, and objection handling to protect revenue and prevent churn.
Exceptional product demonstration skills with the ability to showcase all product features, consult on creative solutions, and translate complex capabilities into client value.
Hands-on experience working in Salesforce and customer ticketing/case-management tools such as Zendesk.
High proficiency across business applications including Excel, Word, PowerPoint, Google Workspace, and video conferencing platforms (Zoom/GoToMeeting).
Outstanding interpersonal, written, and verbal communication skills, with the polish and confidence to engage C-level executives and key stakeholders.
Exceptional organizational, time-management, and prioritization skills, with rigorous follow-through to meet shifting deadlines and ensure customer expectations are consistently exceeded.
Ability to think outside the box to navigate complex customer challenges, troubleshoot roadblocks, and architect win-win outcomes.
Bachelor’s degree in Business, Communications, or a related field preferred (or equivalent practical experience).
Emburse Toronto, Ontario, CAN Office
160 Bloor St., East Suite 500, Toronto, Canada, M4W 1B9
