Job Description: Customer Success Manager - EnterpriseAlumni
Location: Canada (Remote)
Reports to: TBD
Role Purpose
The Customer Success Manager (CSM) is responsible for building, maintaining and expanding strategic relationships with EnterpriseAlumni’s largest customers. The role ensures successful adoption and ongoing value delivery from the platform, with a particular (but not exclusive) focus on Financial Services organisations. The CSM acts as the bridge between customer stakeholders and EnterpriseAlumni’s internal teams, driving both great customer outcomes and organisational growth.
Key Responsibilities:
Customer Success Delivery
- Build, own and grow long-term relationships with senior stakeholders through to day-to day contact in large global organisation across enterprise accounts - taking the lead on Financial Services and Banking clients.
- Understand customer objectives, challenges, and success criteria; develop and execute tailored success plans.
- Lead workshops and provide best-practice guidance to HR/Alumni leaders - supporting alumni program strategy, adoption, and engagement.
- Act as the customer’s advocate internally, ensuring their needs and feedback are clearly represented.
- Partner with technical project and implementation teams to support integrations and workflows, especially within complex and regulated systems (e.g., banking/financial services).
- Support and enable customer HR objectives in driving boomerang hires and broader talent objectives.
Operational Excellence
- Develop frameworks, onboarding plans, and tailored learning journeys for new customers.
- Help customers improve operational efficiency by redesigning workflows, creating guides, and training internal teams.
- Monitor and report on customer health, usage, and ROI; share insights with the COO and Customer Operations teams.
- Define and track success metrics to enable data-driven decision-making.
Collaboration & Growth
- Work closely with Sales, Support, and Technical Projects to identify upsell and expansion opportunities.
- Contribute to internal playbooks, best-practice materials, and knowledge-sharing to strengthen the global Customer Success function.
- Provide input into product development by capturing and relaying customer feedback.
Role Requirements
- Proven experience in Customer Success, Account Management, or HR Technology, ideally in a SaaS/enterprise environment.
- Strong consultative and relationship-building skills, with experience working at senior levels (HR, Talent, or Organisational Development).
- Understanding of enterprise technology environments; ability to collaborate nd drive long-term value with technical stakeholders.
- Familiarity with SaaS tools (such as HubSpot, Confluence, HRIS/ATS systems).
- Ability to balance strategic thinking with hands-on execution.
- Excellent communication, facilitation, and presentation skills.
Key Interfaces
- Internal: COO, Customer Success team, Technical Projects, Sales, Support and Product Development..
- External: Senior HR, Talent, Alumni Management and senior Corporate stakeholders within global customer base.
Performance Measures
- Customer adoption and engagement metrics.
- Achievement of customer-defined outcomes and success criteria.
- Retention, renewal, and upsell/expansion performance.
- Contribution to team processes, materials, and cross-functional collaboration.
Why Join Us?
At EnterpriseAlumni we work hard, play hard, and always have each other's backs. We offer a fastpaced, innovative, and inclusive environment where creativity is our currency, and every success is celebrated. If you're passionate about a career in technology and ready to make a real impact, we would love to hear from you.
How to Apply: Interested candidates are invited to submit their resume, and a brief cover letter explaining why they are the perfect fit for this role. EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
NO RECRUITERS PLEASE.
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