Noibu is the leading ecommerce analytics & monitoring platform, purpose-built to help retailers protect and grow online revenue. By unifying site monitoring, experience analytics, and conversion growth opportunities in a single pane of glass, Noibu captures the most important end-to-end shopping data, without the complexity of traditional analytics tools.

Noibu surfaces critical site errors, performance issues, and customer journey friction that block conversions, then ties every insight directly to business impact, session replays, and full technical context. This makes it easy for ecommerce teams to understand why things are happening and what to prioritize, without dedicated analytics headcount.

The result: faster decisions, better collaboration across teams, optimized customer experiences, and revenue growth.

Learn more about Noibu at www.noibu.com.

### About the Role

Noibu is looking for an Ottawa-based Enterprise Customer Success Manager to join our team. As an Enterprise Customer Success Manager, you will be responsible for transforming Noibu’s customers into product champions. From onboarding to adoption, and from retention to expansion, you’re the primary face of Noibu in the eyes of the customer and will play a huge role in their success

### Who You'll Do:

Manage enterprise accounts from onboarding through renewal and expansion

Drive product adoption and usage through focused training, education, and sharing best practices

Be a strategic advisor and partner, and be considered as an extension of the customer’s team

Build deep, multi-threaded relationships with customers, including Executive Sponsors, Champions, and end users

Deliver recurring meetings, including strategic business reviews and QBRs and demonstrate ROI

Proactively manage risk and account health. Identify at-risk accounts early and lead action plans to resolution and adoption.

Generate Customer Success Qualified Leads (CSQLs) to drive Net Revenue Retention (NRR)

Lead commercial conversations and multi-year renewal discussions

Manage escalations with urgency and professionalism

Serve as the primary point of contact between customers and internal teams (Sales, Product, Engineering, Support) to drive overall customer success and continuous product improvements.

Create and maintain account plans to map each customer from organization structure, business information, workflows, and more

Utilize ChurnZero to track customer success metrics, account health & engagement scores to grow the relationship, drive account engagement and target potential risk within the base

Contribute to playbooks, health scoring models, and CS process improvements

### Who You Are:

5-7+ years of experience in Customer Success/Account Management, managing complex, strategic relationships in a high-touch capacity

A consulting mindset, with critical thinking and creative problem-solving skills

Ability to leverage data to identify trends and uncover insights

Comfortable working in a fast-paced, constantly evolving tech environment and the ability to manage competing priorities

Excellent communication skills, you are comfortable working with and supporting stakeholders at all levels of the organization, and are comfortable delivering presentations virtually and in-person

Tech-savvy and excited by learning and teaching new technologies

You’re comfortable with difficult customer conversations. You’d run into the fire rather than run away from it!

Strong organizational abilities

### Bonus If You Have:

Experience in ecommerce or Digital Experience Analytics

Experience with Salesforce, ChurnZero, Tableau, Mixpanel, Gong and Notion

Experience in a start-up SaaS/Tech environment

### Requirements

Located in Ottawa. At this time, we are not considering candidates outside of Ottawa.

Ability to adhere to Noibu’s “how we work” standards with 3 days in the office

Ability to travel for customer on site visits

Why should you consider Noibu?

🦄 We’re working to be Ottawa’s next Unicorn

Noibu is going to impact billions of shoppers. By joining our small team on the ground floor, you have the opportunity to do something amazing with us and grow more than you even realize is possible.

🕰️ Unlimited Time Off & Flexible Working Style

In addition to unlimited time off, we enforce an annual minimum of 3 weeks for all employees and have a company-wide holiday shutdown yearly. Our flexible working style means you get to choose the hours that work best for you.

🦷 Benefits from Day 1

Imagine waiting 3 months into your new job to go to the dentist. Never at Noibu. We hired you. We believe in you, and everyone gets access to all benefits, perks, and allowances from their first day with us 🤝

🎉 Fun & Engagement

Many companies preach having fun, but we seriously do walk the walk. Think things like Monthly Company-Wide & Team-Specific Socials, frequent post-work Happy Hours, and an annual Holiday Party 🎄

...Plus much, much more.

If you have experience close to what we outlined but think you might be missing a few things, apply anyway! 🚀 What’s the worst that could happen? Noibu looks for people with exceptional potential, and we know that this takes many forms.

At Noibu, we’re committed to building an environment where every team member feels included, supported, and valued for who they are. We’re proud to be an equal opportunity employer and believe that diverse perspectives fuel better ideas, stronger teams, and a better product.

Enterprise Customer Success Manager

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