Senior Customer Success Manager, Enterprise

Greenhouse is looking for a Senior Customer Success Manager, Enterprise to join our team!

Greenhouse is the world’s fastest-growing enterprise talent acquisition suite and our Customer Success team is a primary driver of that growth. We are strategic partners to our customers and help them drive and adopt talent acquisition and recruiting best practices within their organizations.

You'll be the owner of ongoing consultative relationships and the face of Greenhouse throughout the entire customer journey - from pre-sales, to implementation and ongoing optimization.

Who will love this job

• A proud advocate — you are the voice of your customers while remaining compassionate, responsive, and effective at navigating complexity on their behalf
• A collaborator — you thrive working with cross-functional partners across Account Management, Support, Product, Professional Services, and Engineering through renewals, expansions, and key customer milestones
• An educator — you coach customers on structured hiring practices, onboarding workflows, and Greenhouse's full product suite including Voice AI
• An entrepreneur — you manage your book of business like your own company, continuously elevating your processes, philosophies, and methodologies without waiting to be told how
• A future builder — you see around corners, identify opportunities before they're obvious, and create new approaches where no playbook exists
• A decisive operator — you make good calls fast, act with conviction under ambiguity, and own outcomes whether they go well or not

What you’ll do

• Provide strategic direction for clients on Greenhouse products and within their fields of expertise. Achieve full fluency in substantial industry trends and topics to advise customer leaders from various functions
• Illustrate business value by defining clear metrics and proof points for all customer engagements (implementation goals, business reviews, etc)
• Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering
• Act as a trusted advisor to clients and become an extension of the customer’s team. Successfully establish relationships wide and high throughout the organization
• Establish and grow relationships throughout the organization- from weekly syncs with day-to-day users to business reviews with C-suite executives
• Utilize data to provide product and strategy recommendations. Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy
• Develop a vision that motivates others to achieve their goals. Lead innovation within, and in addition to primary role through projects and initiatives
• Identify complex upsell opportunities and work with Sales and Expansions teams to assist in renewing and expanding Enterprise customer contracts. Conduct strategic account planning to prioritize opportunities and customer goals
• Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes
• Invent solutions to customer challenges where the playbook doesn't yet exist, particularly as customers navigate AI-powered hiring tools
• Use our learning and development budget to further educate yourself, learn a new skill, or upgrade an existing one
• Additional projects and responsibilities as business needs require

You should have

•  5+ years of hands-on account management or customer success management experience, preferably in the B2B tech/SaaS sector
• A background managing complex enterprise accounts with high ARR responsibility
• Demonstrated ability to drive product adoption across multi-product SaaS environments
• Comfort with and curiosity about AI tools — both in your own workflow and in how you help customers adopt AI-powered features
• Strong discovery skills — you ask thoughtful, open-ended questions that get to the heart of what value looks like for each customer
• Proven track record managing retention, expansion, and risk mitigation across a strategic book of business
• Formal or informal project management experience
• Experience collaborating with and orchestrating large cross-functional account teams
• Background in SaaS, a plus
• Background in HR Tech or Talent Acquisition, a plus
• Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. If you don't meet 100% of the qualifications outlined above, we still strongly encourage you to apply

Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. We are unable to support sponsorship at this time.

For purposes of processing or administering your employment relationship, personal information that you provide to the Company may be transferred to and accessed by an affiliate in the United States or elsewhere, or to agents and contractors (such as payroll companies, insurance companies, information technology consultants, etc.) that provide services to the Company.

The national pay range for this role is $97,700 - $146,500 CAD. Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

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