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 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. Responsibilities 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 Qualifications 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 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 Compensation This role offers a base salary of $90,000 - $100,000, with a $20,000 OTE paid out quarterly. OTE eligibility is based on individual performance metrics, with the opportunity to earn up to $40,000 by exceeding quota through accelerators and expansion commissions. Compensation also includes equity, benefits, and a total rewards package designed to reflect your impact and support your growth. Benefits Unlimited Time Off & Flexible Working Style – we enforce an annual minimum of 3 weeks and have a company‑wide holiday shutdown yearly Benefits from Day 1 – access to dental, vision, and other health benefits from your first day Fun & Engagement – monthly company‑wide and team‑specific socials, frequent post‑work happy hours, and an annual holiday party Comprehensive benefits and allowances from day one 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. 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