The Role:

The Enterprise Customer Success Manager (CSM) is a customer-facing professional who will lead the post-sales lifecycle for Nitro's portfolio of business customers. The CSM will develop and execute the strategy to ensure customers are provided with educational experiences (from formal education to self-help) to realize value from Nitro products quickly.

As the "voice of the customer" for Nitro, the CSM must be and active listener and strategic thinker who can strike the appropriate balance between the customer's needs and the company's business objectives.
Responsibilities:

• Serve as the primary post-sales point-of-contact for Nitro's portfolio of Enterprise business customers
• Drive engagement & adoption to cultivate customer partnerships
• Own customer satisfaction and retention among a portfolio of business accounts
• Proactively work directly with a diverse portfolio of business customers, typically within IT, interacting with various levels of management ranging from Directors to C-level executives
• Ensure a successful onboarding and Nitro rollout among new customers
• Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
• Partner with sales to identify expansion and up-sell opportunities in the post-sales cycle
• Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs

Success Criteria:

• Strong commitment to ensuring customers' business objectives are achieved
• Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth
• Ability to effectively manage customer expectations and create realistic expectations
• Strong communication skills, both written and verbal, with excellent attention to detail
• Proactive, positive, self-starter with a passion for continually improving the processes around you
• Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
• Ability to work in a team-based, collaborative environment

Requirements:

• Bachelor's Degree or equivalent work experience
• 3-5 years of experience in B2B account management, customer support, customer success or consulting roles
• Commitment to Nitro's mission and values
• Travel up to 10% of the time

Nice to have:Proficiency in additional languages desired (not required)

Why Nitro?
Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts:

Flex Time Off
Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, or appointments.

Hybrid Work
Our team embraces the hybrid work model, appreciating its blend of flexibility and structure. We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week.

Benefits:Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.

Salary Range:
120K - 145k CAD Total
AI disclosure:
Artificial intelligence is not used in Nitro's recruitment process to screen CVs, assess candidates, or make selection decisions.
Real vacancy:
This role is a current, active vacancy.

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