Senior Customer Success Manager (Enterprise) Toronto, Canada • Customer Experience • Hybrid • Full-time About Blue J Blue J is the leading generative AI solution for tax professionals. As a B2B SaaS company, our customers are accountants and tax experts who rely on our market‑leading software to deliver fast, accurate, and defensible answers to complex tax questions. With the launch of our flagship generative AI product, we’ve consistently exceeded our revenue targets quarter over quarter and continue to accelerate our growth. Our product roadmap is ambitious, customer‑focused, and designed to deliver exceptional value at speed. On the heels of our $122M USD Series D funding, we are accelerating an ambitious product roadmap and continuing to scale how we serve customers. We are looking for a Senior Customer Success Manager, Enterprise to join our team and help shape the experience and growth of some of Blue J’s most strategic customer relationships. Reporting to the VP of Customer Success, this role will play a key part in driving enterprise account health, implementation success, renewal readiness, and expansion. Note on Location and Travel This is a hybrid position requiring applicants to be within driving distance of Toronto for in‑person meetings 1–2 times per quarter, as well as occasional ad‑hoc meetings as needed. All candidates must be eligible to work in Canada. Travel is required approximately 4–6 times per year, primarily to the US and UK, with occasional additional travel as needed for key customer meetings, on‑site sessions, and client dinners. The Opportunity We are seeking a strategic and execution‑focused Customer Success Manager to manage a focused portfolio of Blue J’s largest enterprise accounts. This role is well suited for someone who can effectively navigate complex customer environments and bring structure, clarity, and forward momentum to evolving situations. You will own a portfolio of high‑value enterprise customer accounts, guiding them through multi‑stakeholder onboarding and implementation journeys (typically 9–12 months) while coordinating post‑sale efforts across internal teams and customer stakeholders. You will partner closely with Enterprise Account Executives on renewal and expansion strategy. While commercial negotiations may initially sit with other team members, you will be responsible for supporting customer readiness, fostering executive alignment, and articulating value to help enable successful outcomes. This role also offers the opportunity to contribute to how Blue J supports enterprise customers as the business continues to grow. What You’ll Be Doing Manage a focused portfolio of enterprise accounts and build strong, trust‑based relationships with customer stakeholders Own post‑sale account strategy across onboarding, implementation, adoption, value realization, renewal readiness, and expansion support Lead complex onboarding and implementation programs, aligning customer stakeholders and internal teams around milestones, deliverables, risks, and desired outcomes Facilitate regular business cadences, including quarterly business reviews (QBRs) and executive business reviews (EBRs) Develop and maintain clear account plans, stakeholder maps, success plans, documentation, and executive‑ready status updates Coordinate cross‑functional collaboration across Customer Success, Sales, Product, Engineering, Support, and leadership to support successful delivery Identify potential account risks early, elevate as appropriate, and support the development and execution of recovery plans when needed Partner with Enterprise Account Executives to identify and support expansion opportunities across the portfolio Build strong product understanding to demonstrate Blue J and connect product capabilities to customer priorities Contribute to the ongoing development of Blue J’s enterprise customer success processes, documentation standards, and operating practices What You Offer Blue J 7+ years of experience in customer success, strategic account management, implementation, consulting, or similar consultative post‑sale roles Experience managing enterprise or strategic accounts, including navigating complex, multi‑stakeholder environments and high‑value portfolios Strong project and program management skills, with the ability to manage multiple workstreams simultaneously Clear and effective communication skills, including written, verbal, and presentation abilities across a range of audiences Strong business acumen, with experience supporting renewal and expansion efforts Ability to navigate ambiguity and adapt within evolving, fast‑paced environments Strong organizational skills, attention to detail, and consistent follow‑through A collaborative and resourceful approach, with the ability to influence and work effectively across teams What Success Looks Like in Your First 90 Days Take ownership of assigned accounts and build strong, credible relationships with internal and external stakeholders Develop and maintain clear account plans, implementation tracking, and documentation practices across your portfolio Build a comprehensive understanding of onboarding progress, renewal timelines, expansion opportunities, and potential account risks Establish effective working relationships with Enterprise Account Executives and cross‑functional partners to support progress across enterprise accounts What We Offer You An opportunity to contribute to how Blue J supports and grows its enterprise customer relationships A purpose‑driven environment where your work helps improve clarity, efficiency, and accessibility in tax research Competitive compensation, equity, and benefits, with the opportunity to participate in Blue J’s long‑term success A collaborative and supportive team environment that values diverse perspectives, respect, and continuous improvement A work environment that supports balance and encourages boundaries, with colleagues who respect them Core Values that Define Our Culture We are customer‑focused We put the team interest before self‑interest We are pleasant and playful We are open to better ideas We deliver on our promises We solve the toughest problems Compensation Base pay range: CA$130,000 – CA$150,000 per year. Final compensation will be set fairly and thoughtfully based on experience, expertise, and alignment with the role’s responsibilities. We value inclusiveness and are an equal‑opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. #J-18808-Ljbffr