Enterprise Customer Success Manager, Noibu
+ Employee Stock Option Plan and potential variable pay or bonus arrangements
eCommerce analytics & monitoring platform
Job no longer available
eCommerce analytics & monitoring platform
101-200 employees
Job no longer available
+ Employee Stock Option Plan and potential variable pay or bonus arrangements
101-200 employees
Company mission
To enhance eCommerce experiences.
Role
Who you are
- Prior Experience in account management or customer success, managing complex, strategic relationships with high visibility, within a technical product environment. Experienced with a high touch, low volume, high ARR book of business
- Customer-Centric Mindset: You are passionate about delivering exceptional customer experiences and can proactively identify opportunities to enhance customer success
- A Strategic Thinker: You possess critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve customer experience, process and methodology problems. Your strategic mindset allows you to develop and implement customer success strategies that align with overall business goals
- Ownership Mentality: Ability to own and drive KPIs with little oversight. Strong personal accountability for your outcomes
- Excellent communication skills: You are comfortable working with and supporting stakeholders at all levels of the organization, including C-Suite
- High Emotional Intelligence: You enjoy building relationships, you value collaboration, and have a good sense of others' motivations
- Data-driven: You rely on data and analytics to make informed decisions and continuously improve customer success outcomes
- Team Player: We are a close-knit team and company; We highly value collaboration and support between colleagues, as well as strong team communication. We celebrate all of our wins and losses as a team
- Adaptable and Resilient: In a fast-paced environment, you remain flexible, adaptable, and resilient to meet evolving customer and business needs
- Industry Knowledge: Familiarity with the enterprise technology industry and customer success best practices will enable you to excel in this role
- Bonus: Experience in eCommerce, Digital Experience/Digital Analytics platforms and/or a high-growth startup is a huge plus!
What the job involves
- Noibu is looking for an Enterprise Customer Success Manager to join our growing team as we enter a new phase of expansion
- In this role, you will be responsible for transforming Noibu’s top strategic customers into product champions, focusing on retention and adoption
- This is done by ensuring a successful onboarding period, guiding and assisting in adoption of the platform, and guiding customers towards getting the most value from their use of Noibu
- Risk Mitigation: Anticipate and mitigate customer-related risks, addressing potential escalations and resolving issues promptly to maintain customer satisfaction and value through all stages of the customer lifecycle, from onboarding through to renewal
- Proactive Customer Engagement: Proactively engage customers to support and drive adoption and usage of our platform, perform monthly/quarterly ROI meetings with customers, be a thought leader for your customers, and proactively raise solutions and concerns before they become an escalation
- Stakeholder Relationship Management: Influence internal and external cross-functional stakeholders, including executives, to achieve win-win solutions for Noibu and your customers
- Drive Results: Responsible for a renewal quota and conducting business reviews, monitoring customer health, managing escalations, and achieving KPIs
- Renewals: You’ll own the renewals process end-to-end (with support from the team, of course). Proactively strategize customer renewals for each of your accounts, resulting in successful renewal, prioritizing uplift in contract value as well as multi-year renewals
- Solutioning: Problem-solving issues for your portfolio, whether that requires bringing in a technical expert or developing a workaround to find win-win solutions
- Cross-Functional Collaboration: Partner with internal teams (sales, product, engineering) to manage the overall success of the merchant
Our take
Noibu develops an eCommerce analytics and monitoring platform helping online retailers identify technical issues, optimize customer experience, and drive revenue growth. Originally focused on detecting and resolving website errors, the platform has evolved into a unified solution that combines site health monitoring with experience analytics, AI-powered insights, performance monitoring, and revenue attribution.
The platform monitors critical eCommerce functions such as add-to-cart and checkout, while also helping retailers understand how technical issues and user behavior impact conversions. By linking technical insights directly to business outcomes, Noibu allows teams to prioritize the highest-value fixes while uncovering new opportunities to increase sales.
Having ranked eighth on The Globe and Mai's list of Canada's fastest-growing companies in 2023, Noibu has continued to expand its enterprise presence. Today, the platform is trusted by leading brands including Guess, Cartier, Van Cleef & Arpels, Liquid I.V, Avon, and Champion, reflecting growing demand for integrated eCommerce intelligence as retailers seek to reduce revenue lost and optimize digital experiences through a single, unified platform.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited Vacation: We believe fresh ideas come from rest. Our unlimited vacation policy lets you plan time off when it works best for you.
- Equity: All employees should feel like owners of Noibu. Our generous equity packages do just that!
- 90-day away policy: You can work abroad for up to 90 days per calendar year.
- Health & dental benefits from day 1 (HSA): Benefits start on day one—no probationary periods—because we believe in supporting you and your loved ones from the start.
- Noibu days & holiday closures: From May to September, our team gets an extra day off each month to enjoy summer. We also close from Christmas Eve to New Year's Day.
Company HQ
The Glebe, Ottawa, ON
Leadership
Kailin Noivo
(Co-Founder & President)Previously Kailin worked in Finance at the BMO Financial Group, and was Director of Marketing and Public Relations at the Telfer Business Law Association.
Robert Boukine
(Co-Founder & CEO)Prior to co-founding Noibu in 2017, Rober was a Senior Financial Advisor at CIBC, and worked in Digital Projects and Finance for Startup Canada.
Filip Slatinac
(Co-Founder & CTO)Filip is a graduate of the University of Ottawa, with a BASc in Software Engineering.
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