RouteThis – Senior Customer Success Manager – Enterprise RouteThis is a Waterloo-based B2B software company whose time has come to level up! We’re on a mission to intelligently automate customer support experiences with a market-leading platform that keeps WiFi connected homes future-optimized. RouteThis solutions are changing the world of WiFi installation and support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry. In this role you will: Drive overall ownership of a portfolio of Enterprise accounts ($250k-$1.5 million ARR each), including risk identification and management, program definition and execution, customer health and renewal. Build deep, diversified relationships at all levels for owned accounts and communicate effectively with different audiences within customer accounts and RouteThis. Manage changes in executive leadership at customer accounts, reselling the value that RouteThis brings when needed. Connect customer initiatives and problems into expansion and renewal success. Deeply understand customer business, including strategic goals and how they translate into departmental projects. Design and execute compelling business reviews for executives, including driving ROI studies that leverage customer-owned data and review of configuration health. Ensure high health scores through ROI understanding, multi-threaded executive relationships, and opportunities for continuous growth toward strategic priorities in your book of business. What you bring to the table: 5+ years of deep experience successfully managing large enterprise accounts/renewals in a senior role. A technical background, previous experience as a Technical Account Manager, Sales Engineer, or a technical degree/experience is required. Capability to build relationship maps and manage a wide reach in customer organizations. Proven experience building customer relationships across audiences, including executive relationships. Strong communication skills at all audience levels and support for operations teams in communicating RouteThis’s value within the customer organization. Ability to forge new customer relationships at executive and influencer levels using varied techniques including cold outreach. Ability to understand and analyze data, using it to tell stories and help customers leverage full value from RouteThis. Experience managing high-growth and enterprise accounts and growing/retaining customers through personal abilities. Deep understanding of enterprise strategic goals across a wide range of personas. Exceptional listening skills and mastery of storytelling, seeing how products and solutions fit in. Ability to map and navigate large/complex customer organizations, achieving buy-in to programs and influencing change. Solid experience managing the renewal process, including navigating enterprise procurement procedures and speaking to the heart of customer success management. Package Overview The expected total compensation for this role is $125,000 - $154,000 CAD, inclusive of base salary and variable pay. Benefits through Manulife – Medical, Dental, Vision. Employee Assistance Program. Equity – Stock Options. 3 weeks vacation plus an additional 10 days around statutory holidays. Hybrid options with onsite gym and weekly lunches; remote employees have other social activity opportunities. Do you feel like you’re able to tackle this role? Show us what you got! We absolutely don’t expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit. Who we are: RouteThis is a SaaS technology company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve connectivity issues – or help customers to solve them themselves before even needing to call. We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis! Why RouteThis? Opportunity: As a rapidly evolving startup, we are constantly facing new challenges and opportunities, while working with us, you can jumpstart and shape your career. Team: At RouteThis you will be working on a highly-motivated team, each team member has been carefully selected to ensure there is a fit with our values of One Team, Customer First, Innovate and Own It. Fun: We believe that work should be fun and engaging. We host social events both in person and virtual. Total Rewards: We offer a total compensation package that includes competitive salaries, stock options, extended long weekends, and a comprehensive benefits package. Location: Located in the “Silicon Valley of the North” we are proud members of the Waterloo-region in downtown Kitchener. We offer flexible work arrangements. Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted. RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs. 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. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr