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Customer Success Manager

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 and 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
  • Drive engagement & adoption to cultivate customer partnerships
  • Own customer satisfaction and retention among a portfolio of business accounts
  • Proactively work directly with a diverse portfolio of business customers, typically within IT, interacting with various levels of management ranging from Directors to C-level executives
  • Ensure a successful onboarding and Nitro rollout among new customers
  • Proactively identify customer health risks, and effectively leverage internal teams to mitigate non-renewal (churn) risk
  • Partner with sales to identify expansion and up-sell opportunities in the post-sales cycle
  • 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:

  • Strong commitment to ensuring customers’ business objectives are achieved
  • Ability to prioritize customer needs and elevate the issues that will have the most impact on customer satisfaction, retention and growth
  • Ability to effectively manage customer expectations and create realistic expectations
  • 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 account management, customer support, customer success or consulting roles
  • 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.
   
Families @ Nitro 
We have the opportunity and responsibility to ensure the well-being of our employees, which includes offering support when and where it matters most. From generous leave to fertility benefits, Nitro supports team members who may be on or considering a path to parenthood, whatever that looks like. 

Company-Wide Recharge Week
We understand the importance of taking time off, which is why we have a Recharge Week every January. It's a time when everyone takes a break together, making it easier for all of us to relax and refresh for the year ahead.

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.
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