Enterprise Customer Success Manager (Hybrid)

Title: Enterprise Customer Success Manager (Hybrid) Location: Toronto, Canada

About Us:

A global SaaS leader for seamless digital document workflows, Nitro offers a suite of solutions for PDF, eSigning, identity verification and analytics supported by a best-in-class customer success and change management team. With more than 3 million licensed users and 13,000+ business customers across 157 countries, we serve 67% of the Fortune 500.

How We Work:

We aim to create an environment where talented individuals are empowered to excel. How we collaborate, innovate, and engage with one another is important to us. Our work is driven by 5 key principles:

• One team, One mission
  Our collective dedication to Nitro's mission defines us. Together, we are building an environment where everyone feels like a valued part of something bigger than themselves.
• Own it
  We take full ownership of our actions and decisions. We empower one another to lead with confidence, creativity, and a solutions-focused mindset.
• Accountable to our customers
  We are dedicated to our customers and take our commitments seriously. We do what we say we are going to do.
• Excellence in execution
  Driven by passion and precision, ​we exemplify excellence in our delivery with innovative, top-quality results.
• Be bold, fail fast, learn faster
  We learn as we grow, dare to try, ​and bravely question. We are not chasing perfection but forever iterating towards it.

These guiding values shape our approach to work, fostering a culture where everyone is inspired to contribute their best.

The Role:

The Enterprise Customer Success Manager (CSM) is a customer-facing professional who will lead the post-sales lifecycle for Nitro’s portfolio of business customers.  The CSM will develop and execute the strategy to ensure customers are provided with educational experiences (from formal education to self-help) to realize value from Nitro products quickly.

As the “voice of the customer” for Nitro, the CSM must be an active listener and strategic thinker who can strike the appropriate balance between the customer’s needs and the company’s business objectives.
Responsibilities:

• Serve as the primary post-sales point-of-contact for Nitro’s portfolio of Enterprise business customers, proactively engaging stakeholders from Directors to C-level executives, typically within IT
• Develop an understanding of each customer’s business priorities, document workflows and success metrics, and build success plans aligned to those outcomes
• Own customer satisfaction and retention by driving engagement and adoption across Nitro’s product suite, proactively identifying health risks and leveraging internal teams to mitigate churn
• Lead successful onboarding, migration from existing tools, and change management needed to drive adoption across the organization
• Partner with sales to support renewal and to identify expansion and up-sell opportunities  extend Nitro to new teams, use cases and products
• Act as a liaison between internal teams to ensure high-priority customer needs are being met; coordinating with sales, marketing, product, support and engineering teams to escalate high-impact customer needs

Success Criteria:

• Deep commitment to ensuring customers’ business objectives are achieved and that they realize measurable value from Nitro 
• Strong business acumen, with the ability to understand a customer’s priorities and translate product capabilities into business outcomes
• Ability to prioritize customer needs, set realistic expectations, and elevate the issues that will have the most impact on customer satisfaction, retention and growth
• Strong communication skills, both written and verbal, with excellent attention to detail
• Proactive, positive, self-starter with a passion for continually improving the processes around you
• Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
• Ability to work in a team-based, collaborative environment

Requirements:

• Bachelor’s Degree or equivalent work experience
• 3-5 years of experience in B2B customer success, account management, or consulting roles, ideally within a SaaS environment
• Experience managing a high-volume portfolio of accounts, prioritizing time and effort based on customer health and growth opportunity
• Hands-on experience with core customer success practices, including success planning, health monitoring, business reviews and supporting renewals in partnership with sales
• Proven track record of contributing to customer retention and growth
• Experience engaging and influencing senior stakeholders
• Comfortable working with IT stakeholders on software deployment, integration, and security questions
• Commitment to Nitro’s mission and values
• Travel up to 10% of the time

Nice to have:
Proficiency in additional languages desired (not required)

Why Nitro? 
Along with our regular benefits and programs (including health, dental, vision, and retirement as standard), we are also very proud to offer a few additional initiatives to future Nitronauts: 
Flex Time Off
Work-life balance is important at Nitro, and we understand that there are events that we cannot plan for. We are proud to offer Flex Time Off to be used for holidays, spending days with your family, or appointments. 
Hybrid Work
Our team embraces the hybrid work model, appreciating its blend of flexibility and structure. We combine three days of in-person collaboration at our global offices in Toronto, Dublin, Antwerp, Porto, and Melbourne with the convenience of two days of remote work each week.
Benefits:
Nitro provides all employees with a comprehensive benefits package that includes health insurance, dental and vision coverage, and wellness perks. We also offer pension/401k matching, along with many other country-specific benefits.

Nitro strongly encourages applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. We provide an accessible candidate experience and invite you to request any accommodations or adjustments throughout the interview process and beyond.

By submitting your application, you acknowledge that Nitro will process your personal data in accordance with our Privacy Policy.

Salary Range:
120K - 145k CAD Total
AI disclosure:
Artificial intelligence is not used in Nitro’s recruitment process to screen CVs, assess candidates, or make selection decisions.
Real vacancy:
This role is a current, active vacancy.

#LI-DK1 #LI-Hybrid