Enterprise Customer Success Manager, Noibu Technologies
Outside of your base salary, you have access to our Employee Stock Option Plan and potential variable pay or bonus arrangements
eCommerce error monitoring platform
Job no longer available
eCommerce error monitoring platform
21-100 employees
Job no longer available
Outside of your base salary, you have access to our Employee Stock Option Plan and potential variable pay or bonus arrangements
21-100 employees
Company mission
Noibu is on a mission to build the best company for its customers and its team - passionately ensuring eCommerce sites don't lose revenue and can provide a seamless experience for their customers.
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 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. value and customer success through all stages of the customer lifecycle, from onboarding through growth and 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
Otta's take
Theo Margolius
COO of Otta
Noibu develops software that detects and resolves glitches in online stores, helping eCommerce companies supply better experiences for their customers and hence improve their retention and revenue.
The Noibu platform monitors functions such as add-to-cart and checkout, as well as providing notifications if the site were to go down. With more and more stores moving online, and a long list of reasons an eCommerce site might experience issues, a product such as Noibu's is likely to be in growing demand.
In 2023, the company was ranked number 8 on Globe and Mail’s list of fastest-growing firms, highlighting the vast growth it has undergone. Serving brands such as Avon, Champion, and Guess, it is clear Noibu's error-monitoring software is meeting an industry need, and it will be interesting to see what further successes it achieves.
Insights
Few candidates hear
back within 2 weeks
Company
Company benefits
- Unlimited Vacation
- Health & Dental Benefits from day 1
- Health Care Spending Account
- Accessible Team Socials
- Flexible Working Style
- Endless Learning & Growth
- The Best Tech
Company values
- People First - Prioritize the happiness and well-being of our people
- Transparency - Build trust through honest communication
- Results Oriented - Achieve goals and measure growth through clear metrics
- Empowerment - We take accountability and responsibility and aren't afraid to take risks
- Curiosity and Growth - Seek learning opportunities and strive for consistent personal development
- Fun - Have a sense of humour!
Company HQ
The Glebe, Ottawa, ON
Articles
Founders
Kailin Noivo
(President)Was CRO of the company for 1.5 years. Worked in Finance at the BMO Financial Group, and was Director of Marketing and Public Relations at the Telfer Business Law Association.
Robert Boukine
(CEO)Previously the company's CPO for 4 years. Was Senior Financial Advisor at CIBC, and worked in Digital Projects and Finance for Startup Canada.
Filip Slatinac
(CTO)Graduate of the University of Ottawa, with a BASc in Software Engineering.
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