Are you ready to shape the future of Customer Success in a dynamic, fast-growing company? As our Team Manager Customer Success Manager for the Enterprise segment, you’ll take on a unique hybrid role: directly managing a portfolio of strategic Enterprise clients while leading and developing a team of 3 talented CSMs. You will report directly to the Director Sales Enterprise & Agency, and co-design and execute our Customer Success strategy for the Enterprise segment, ensuring our largest customers thrive and your team achieves outstanding results. You’ll also foster close collaboration with our SMB Customer Success team—because we believe that sharing knowledge and aligning best practices across all segments is the key to a world-class client experience.

Customer Success Management (Individual Contributor)

• Be a strategic partner: Cultivate deep, trusted relationships with your portfolio of Enterprise clients, understanding their unique business goals and challenges.

• Drive value and adoption: Guide clients to extract maximum value from our solutions—monitoring product usage, analyzing engagement data, demonstrating the ROI, and proactively identifying opportunities for growth.

• Deliver expertise: Advise clients on employer branding and recruitment strategies, leveraging your in-depth expertise and industry know-how.

• Tailor solutions: Identify evolving client needs and propose impactful, customized solutions—including upsell and cross-sell when beneficial—then ensure smooth delivery and follow-up.

• Lead by example: Design and execute success plans, anticipate risks, and implement actions to ensure satisfaction and minimize churn.

• Run key reviews: Organize and lead QBRs with clients, providing actionable insights and strategic recommendations.

• Champion the client voice: Gather, prioritize, and share customer feedback to drive enhancements to our product, services, pricing, and processes.

• Collaborate for impact: Work closely with Key Account Managers, Strategic Account Managers, Onboarding, Product, and other internal teams to guarantee seamless client journeys and strong alignment.

• Contribute to excellence: Participate in cross-functional projects that enhance the client experience and advance our business, and mentor peers by sharing best practices.

Team Leadership & People Development

• Inspire and empower: Recruit, onboard, mentor, and manage a team of 3 Customer Success Managers fostering their growth through coaching, feedback, and ongoing development.

• Set the standard: Motivate your team to deliver exceptional customer experiences and achieve best-in-class NPS.

• Support career growth: Guide your team’s career paths, encourage continuous learning, and cultivate a collaborative, engaged environment.

• Drive engagement: Lead both individual and team meetings, keeping everyone aligned, motivated, and focused on shared objectives.

• Build expertise: Promote a culture of knowledge sharing and expertise in employer branding across your team and beyond.

Strategy, Performance & Collaboration

• Shape the vision: Co-build and execute the Customer Success strategy for the Enterprise segment, ensuring alignment with company goals and market trends.

• Own the numbers: Define, track, and achieve ambitious goals and KPIs (such as product adoption, churn, and client satisfaction) for both your portfolio and your team.

• Foster accountability: Ensure performance is transparent and data-driven, using dashboards and robust processes.

• Collaborate across segments: Work hand-in-hand with Account Management, Revenue Operations, Product, and especially the SMB Customer Success team—sharing insights, harmonizing processes, and aligning on best practices for a consistent customer experience.

Reporting & Analytics

• Report to leadership: Provide regular, insightful updates to the Director Sales Enterprise & Agency on team performance, client health, risks, and opportunities.

• Share key metrics: Prepare and present reports on customer satisfaction, NPS, churn, adoption, and upsell/cross-sell achievements, as well as progress on strategic initiatives.

• Drive action with data: Analyze trends within your portfolio and team, translating findings into actionable recommendations for continuous improvement.

• Contribute to forecasting: Collaborate with sales leadership to support revenue forecasting and planning, supplying accurate data on client retention and expansion opportunities.

Process Improvement & Cross-functional Projects

• Innovate continuously: Identify and implement new processes and projects to improve client experience, increase efficiency, and reduce churn.

• Lead change: Drive and participate in cross-functional initiatives with Onboarding, Sales, Product, and SMB Customer Success teams—ensuring fluid collaboration and innovation across all customer segments.

• Be the voice of the client: Systematically share customer insights internally, ensuring our products and services always align with evolving client needs.

Must Have

• You have solid experience as a Customer Success Manager, ideally in SaaS or B2B environments. 

• You’ve led or coached teams and thrive on empowering others to achieve their best.

• You’re analytical and data-driven, with the ability to define and track key business metrics.

Nice to have

• Experience managing Enterprise (or complex) accounts.

• You’re an excellent communicator and relationship-builder, fluent in English and French.

• You think strategically and act proactively, with a solution-oriented mindset.

• HR/Tech sector experience is a plus, but passion, curiosity, and drive are what matter most.