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Manager, Mid-Market Customer Success

Noibu
1 day ago
Full-time
On-site
Ottawa, 08

JobsCloseBy Editorial Insights

Noibu seeks a Manager, Mid-Market Customer Success in Ottawa, full-time onsite, to lead five CSMs serving mid-market and enterprise accounts on our high touch SaaS platform. You will design and execute customer success strategies, drive retention and expansion, monitor KPIs, and partner with Product and GTM to turn feedback into improvements. The ideal candidate has 5+ years leading CS teams in a high touch environment, a $10M+ book of business, and a proven GRR track record. Strong relationship building, strategic thinking, and AI-driven process optimization are essential. Apply with metrics that demonstrate churn reduction, time to value, and successful advocacy for customers; align with Noibu’s growth mission.

Noibu is the leading ecommerce analytics & monitoring platform, purpose-built to help retailers protect and grow online revenue. By unifying site monitoring, experience analytics, and conversion growth opportunities in a single pane of glass, Noibu captures the most important end-to-end shopping data, without the complexity of traditional analytics tools.

Noibu surfaces critical site errors, performance issues, and customer journey friction that block conversions, then ties every insight directly to business impact, session replays, and full technical context. This makes it easy for ecommerce teams to understand why things are happening and what to prioritize, without dedicated analytics headcount.

The result: faster decisions, better collaboration across teams, optimized customer experiences, and revenue growth.

Learn more about Noibu at www.noibu.com.


Noibu is seeking a creative and exceptional Manager to lead our Mid Market Customer Success Team. In this role, you will be responsible for leading a team of 5 Customer Success Managers, focused on providing value to our Mid Market accounts. You will help promote and craft customer-success strategies, build strong relationships with customers and collaborate with cross-functional leaders internally to deliver valuable customer experiences. The ideal candidate is passionate about identifying problems, finding solutions, and improving relationships. 

What you’ll be doing:

  • Leading and Inspiring: Motivate and guide a team of Mid Market Customer Success Managers to deliver exceptional service and support to our enterprise clients. 

  • Driving Customer Success Strategies: Develop and implement customer success strategies that enhance customer satisfaction, retention, and expansion opportunities. Collaborate with cross-functional teams to align efforts with overall company objectives.

  • Performance Management: Monitor key performance indicators (KPIs) to assess the team's effectiveness and identify areas for improvement. Implement performance improvement plans as needed to ensure the team meets or exceeds targets.

  • Customer Relationship Management: Cultivate strong relationships with enterprise customers to understand their unique needs and challenges. Proactively address issues and ensure customer expectations are met or exceeded.

  • Product and GTM Influence: Work closely with Product and Go-To-Market (GTM) teams to provide customer insights and feedback. Influence product development and marketing strategies based on customer feedback and pain points.

  • Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction.

  • Customer Advocacy: Act as a customer advocate within the organization, ensuring that customer feedback is heard, and customer needs are prioritized in business decisions.

  • Implement AI initiatives: Ensure team scales and efficiency is improved through the use of AI.

Who you are:

  • Experienced Leader: You have 5+ year proven track record of successfully leading and managing a team of Customer Success Managers in a high touch B2B SaaS enterprise-level environment. 

  • Goal Driven: You have consistently hit your GRR Targets quarter over quarter and have managed a $10M+ book of business.

  • Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success.

  • Strategic Thinker: Your strategic mindset allows you to develop and implement customer success strategies that align with overall business goals.

  • Excellent Communicator: Your strong communication and interpersonal skills enable you to build meaningful relationships with customers and internal stakeholders.

  • Data-Driven: You rely on data and analytics to make informed decisions and continuously improve customer success outcomes.

  • Adaptable and Resilient: In a fast-paced environment, you remain flexible, adaptable, and resilient to meet evolving customer and business needs.

  • Industry Knowledge: Familiarity with the enterprise technology industry and customer success best practices will enable you to excel in this role.

  • Process Oriented: proven record of implementing processes and best practices to enable well repeatable and predictable working structure and outcome

  • AI-Forward: You have hands-on experience leveraging AI tools to drive team efficiency, and you're excited to bring that mindset to scaling our CS function.

Why should you consider Noibu?
 
🦄 We’re working to be Ottawa’s next Unicorn
Noibu is going to impact billions of shoppers. By joining our small team on the ground floor, you have the opportunity to do something amazing with us and grow more than you even realize is possible. 
 
🕰️ Unlimited Time Off & Flexible Working Style
In addition to unlimited time off, we enforce an annual minimum of 3 weeks for all employees and have a company-wide holiday shutdown yearly. Our flexible working style means you get to choose the hours that work best for you.
 
🦷 Benefits from Day 1
Imagine waiting 3 months into your new job to go to the dentist. Never at Noibu. We hired you. We believe in you, and everyone gets access to all benefits, perks, and allowances from their first day with us 🤝
 
🎉 Fun & Engagement
Many companies preach having fun, but we seriously do walk the walk. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and an annual Holiday Party 🎄
 
...Plus much, much more.
 
If you have experience close to what we outlined but think you might be missing a few things, apply anyway! 🚀 What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms.
 
At Noibu, we’re committed to building an environment where every team member feels included, supported, and valued for who they are. We’re proud to be an equal opportunity employer and believe that diverse perspectives fuel better ideas, stronger teams, and a better product.