Senior Enterprise Customer Success Manager

Responsibilities

• Own full-lifecycle customer success for a portfolio of enterprise accounts, driving onboarding, adoption, value realization, renewals, and expansions.
• Drive gross and net revenue retention by proactively protecting renewals and identifying upsell/cross-sell opportunities.
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with C-suite stakeholders to link program outcomes to ROI.
• Build and execute data-driven success plans including risk mitigation strategies and health scoring.
• Monitor customer health via product engagement, usage metrics, and sentiment to proactively intervene or escalate.
• Partner cross-functionally with Sales, Product, Consulting, and Marketing to act as a customer advocate.
• Mentor less-experienced Customer Success Managers and contribute to internal CS playbooks and processes.

Requirements

• 5–7+ years of experience in Customer Success, Account Management, or post-sales consulting within a B2B SaaS environment.
• Proven success managing high-touch enterprise accounts and engaging with C-suite stakeholders.
• Strong commercial acumen with experience leading complex software renewals and expansion motions.
• Data fluency with the ability to analyze usage metrics and translate data into strategic business stories.
• Proficiency with Salesforce, Gainsight, or comparable Customer Success Management platforms.
• Excellent communication, presentation, and project management skills.
• Undergraduate degree preferred or equivalent practical experience.

Preferred Qualifications

• Experience in employee experience (EX), HR tech, or people analytics.
• Background working with AI-driven platforms or analytics-led software solutions.
• Experience formally mentoring peers or contributing to process improvement initiatives.

Benefits

• Base salary range of $140,000-$150,000 CAD plus a 25% incentive.
• Comprehensive medical, dental, and vision insurance.
• RRSP matching.
• Generous PTO and paid holidays.
• Parental leave and a professional development budget.

About the Company

Perceptyx is on a mission to help organizations turn employee insights into measurable impact. Our AI-enabled employee experience platform leverages the science of listening, behavioral nudges, and predictive analytics to help clients elevate engagement, retention, and performance.