Senior Customer Success Manager, Enterprise

Ontario Our mission at Greenhouse is to make hiring work for everyone 6 so we go to great lengths to hire great people because we believe that they9re the foundation of our success. At Greenhouse, youll join a team that collaborates purposefully, fosters inclusivity, and communicates with transparency and accountability so we can achieve our mission. Join us to do the best work of your career, solving meaningful problems with remarkable teams. Greenhouse is looking for a Senior Customer Success Manager, Enterprise to join our team! Greenhouse is the worlds fastest-growing enterprise talent acquisition suite and our Customer Success team is a primary driver of that growth. We are strategic partners to our customers and help them drive and adopt talent acquisition and recruiting best practices within their organizations. You'll be the owner of ongoing consultative relationships and the face of Greenhouse throughout the entire customer journey - from pre-sales, to implementation and ongoing optimization.

Who will love this job

A proud advocate 6 you are the voice of your customers while remaining compassionate, responsive, and effective at navigating complexity on their behalf
A collaborator 6 you thrive working with cross-functional partners across Account Management, Support, Product, Professional Services, and Engineering through renewals, expansions, and key customer milestones
An educator 6 you coach customers on structured hiring practices, onboarding workflows, and Greenhouse's full product suite including Voice AI
An entrepreneur 6 you manage your book of business like your own company, continuously elevating your processes, philosophies, and methodologies without waiting to be told how
A future builder 6 you see around corners, identify opportunities before they're obvious, and create new approaches where no playbook exists
A decisive operator 6 you make good calls fast, act with conviction under ambiguity, and own outcomes whether they go well or not

What youll do

Provide strategic direction for clients on Greenhouse products and within their fields of expertise. Achieve full fluency in substantial industry trends and topics to advise customer leaders from various functions
Illustrate business value by defining clear metrics and proof points for all customer engagements (implementation goals, business reviews, etc)
Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering
Act as a trusted advisor to clients and become an extension of the customers team. Successfully establish relationships wide and high throughout the organization
Establish and grow relationships throughout the organization - from weekly syncs with day-to-day users to business reviews with C-suite executives
Utilize data to provide product and strategy recommendations. Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy
Develop a vision that motivates others to achieve their goals. Lead innovation within, and in addition to primary role through projects and initiatives
Identify complex upsell opportunities and work with Sales and Expansions teams to assist in renewing and expanding Enterprise customer contracts. Conduct strategic account planning to prioritize opportunities and customer goals
Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes
Invent solutions to customer challenges where the playbook doesn't yet exist, particularly as customers navigate AI-powered hiring tools
Use our learning and development budget to further educate yourself, learn a new skill or upgrade an existing one
Additional projects and responsibilities as business needs require

You should have

5+ years of hands-on account management or customer success management experience preferably in the B2B tech/SaaS sector
A background managing complex enterprise accounts with high ARR responsibility
Demonstrated ability to drive product adoption across multi-product SaaS environments
Comfort with and curiosity about AI tools 6 both in your own workflow and in how you help customers adopt AI-powered features
Strong discovery skills 6 you ask thoughtful open-ended questions that get to the heart of what value looks like for each customer
Proven track record managing retention expansion risk mitigation across a strategic book of business
Formal or informal project management experience
Experience collaborating with orchestrating large cross-functional account teams
Background in SaaS a plus
Background in HR Tech or Talent Acquisition a plus
Your own unique talents! Your background has given you a unique perspective set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of qualifications outlined above we still strongly encourage you to apply.

Applicants must be legally eligible to work in Canada as of start date chosen by Company. We are unable support sponsorship at this time. For purposes processing or administering your employment relationship personal information that you provide Company may be transferred accessed by affiliate United States elsewhere or agents contractors (such payroll companies insurance companies information technology consultants etc) that provide services Company. The national pay range for this role is $97 700 - $114 780 CAD Individual compensation will be commensurate candidate's experience qualifications Certain roles may eligible additional compensation including stock option awards bonuses merit increases Additionally certain roles have opportunity sales commissions based sales commission plan applicable.

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Who we are

At Greenhouse we live by our mission through using our own product help us hire right person job every time We’re committed designing responsibly using AI tools transform how we work while keeping people center. We are remote-first company shared office spaces New York City Ireland plus optional co-working spaces giving flexibility. We take active role growth through performance review program providing actionable feedback bonus structure rewarding great performance. We believe bringing together variety perspectives makes us stronger – nurturing leaders who create inclusive culture invest employee resource groups celebrating differences life experiences. We’re proud award-winning culture recognized Fortune’s Best Places To Work Inc.’s Best Workplaces multiple years running. Greenhouse Software equal opportunity employer All qualified applicants will receive consideration without regard race color religion sex (including pregnancy sexual orientation gender identity) national origin age disability genetic info veteran status other protected characteristic under applicable laws. If assistance reasonable accommodation needed during application process reach out accommodations@greenhouse.io. Emails about job opportunities only offered employees @greenhouse.io addresses See [this page](https://www.greenhouse.io/security/phishing) if suspect phishing scam.