Customer Success Manager

Noibu is Canada’s Capital city’s fastest-growing technology company.  We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Levi’s, Champion, Air Transat, Guess, and Jelly Belly.

We're a dedicated team, driven by 4 values; Customer Obsession, Quality, Results-Oriented and Accountability. We've been recognized in 2023 as the Globe and Mail's 8th Fastest Growing Company, 12th in Deloitte Technology Fast 500, #2 in Canada for Deloitte's Fast 50 in Technology, and #4 on Forbes Canada's Best Startup Employers. If you're interested in joining a team poised for greatness, we hope you'll apply!

Noibu is looking for an Ottawa-based Customer Success Manager to join our growing team. As a Customer Success Manager, you will be responsible for transforming Noibu’s customers into product champions. This is done by ensuring a successful onboarding period, assisting in the adoption of the platform, and guiding customers toward getting the most value from their use of Noibu.

What you'll be doing:

• Deliver value and customer success through all stages of the customer lifecycle, from onboarding through growth and renewal.
• Proactively engage customers to support and drive adoption and usage of our platform,
• Perform monthly/quarterly ROI meetings with customers.
• Be a thought leader for your customers, proactively raising solutions and concerns before it becomes an escalation.
• Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Noibu and your customers.
• Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs.
• Problem-solve issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions.
• Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant.

What you should have:

• Prior experience in account management or customer success, managing complex, strategic relationships with high visibility.
• A consulting mindset, with critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems.
• Ownership mentality; ability to manage projects end to end with little oversight.
• Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization.
• High emotional intelligence - you enjoy building relationships, value collaboration, and have a good sense of others' motivations.
• Experience in e-commerce or a high-growth startup is a huge plus!