The RoleAs a Senior Enterprise Customer Success Manager, you will manage a strategically critical portfolio of enterprise and high-touch customers, owning retention, adoption, expansion, and overall value delivery. You'll operate at the intersection of business outcomes, product adoption, and strategic customer relationships-partnering across our internal teams (Sales, Product, Consulting, Services) to ensure our clients see measurable results from their investment in Perceptyx. This role is ideal for someone who thinks commercially, acts consultantively, and thrives in a high-growth, dynamic environment.
What You'll Do- Lifecycle Ownership: Own full-lifecycle customer success for a book of mid-market and enterprise accounts, driving onboarding, adoption, value realization, renewals, and expansions.
- Commercial Metrics: Drive gross retention and net revenue retention by proactively protecting renewals and expanding existing accounts through upsell and cross-sell motions.
- Executive Engagement: Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with C-suite and senior stakeholders, explicitly linking program outcomes to business metrics and ROI.
- Success Planning: Build and execute data-driven customer success plans that articulate adoption journeys, risk mitigation strategies, health scoring, and concrete growth paths.
- Health Monitoring: Monitor customer health via system usage, product engagement, survey metrics, sentiment, risk flags, and financial indicators to proactively escalate, intervene, or upsell.
- Cross-Functional Partnership: Act as a customer advocate inside Perceptyx, partnering with Sales (for expansion), Product (for roadmap feedback), Consulting (for delivery), and Marketing (for customer references and advocacy).
- Leadership & Enablement: Mentor and coach less-experienced Customer Success Managers while actively contributing to CS playbooks, internal processes, and scaling best practices.
What You Bring- Experience: 5-7+ years of experience in Customer Success, Account Management, or post-sales consulting within a B2B SaaS environment.
- Enterprise Mastery: Demonstrated success managing high-touch enterprise accounts with multiple C-suite stakeholders, owning both retention and revenue growth.
- Commercial Acumen: Strong commercial instincts with familiarity leading complex software renewals and expansion mechanics.
- Data Fluency: A data-driven mindset with the ability to analyze usage/health metrics, build compelling value stories, and translate data into strategic action.
- Technical Stack: Experience working with or comfort rapidly learning tools such as Salesforce and Gainsight (or comparable CSM platforms) to manage customer data.
- Execution & Soft Skills: Excellent communication, presentation, organizational, and project management capabilities. You are a self-starter who operates with autonomy in a fast-moving space.
- Education: Undergraduate degree preferred, or equivalent practical experience.
Bonus Points:- Experience in employee experience (EX), HR tech, or people analytics.
- Background partnering with AI-driven platforms or analytics-led software solutions.
- Prior history of formally mentoring peers or contributing directly to process improvement initiatives.
Our Interview Process & AI TransparencyAt Perceptyx, we value your time and want our interviewers to be fully engaged in the conversation.
- Note-Taking: We use Metaview.ai to record and summarize our interviews. This allows our hiring team to focus on you rather than typing notes, ensuring a fairer and more accurate evaluation of your experience.
- AI Disclosure: While we use AI to assist in summarizing interview data, all final hiring decisions are made by Perceptyx employees. We do not use automated tools as the sole basis for selecting or rejecting candidates.
- Your Choice (Opt-Out): Participation in recorded interviews is voluntary. If you prefer not to have your interview recorded via Metaview, please notify your recruiter prior to the start of the session. Opting out will not negatively impact your candidacy.
Compensation & BenefitsSalary Range: $140,000-$150,000 CAD base salary per year + 25% Incentive
- Note: Final compensation is determined by factors including experience, geography, and skills.
- Benefits: Comprehensive medical, dental, and vision insurance; [401k/RRSP] matching; generous PTO and paid holidays; parental leave; and professional development budget.
