Enterprise Customer Success Manager

Overview

At Deliverect, our API-first platform is revolutionizing commerce by providing a connected suite of on and off-premise solutions. We empower both the food and retail industries to expand their revenue and simplify their operations, creating seamless experiences for businesses to sell anywhere and deliver everywhere. Join us in this exciting journey, where your contributions will directly impact how businesses connect with their customers in a rapidly evolving global market.

• Fluency in English is required, with robust written and verbal communication skills being essential.
• French language skills would be considered a solid asset.
• This is a full-time, hybrid role working 1 week per month in the Toronto Office
• The expected annual OTE for the role is between $83,900 CAD and $106,335 CAD plus applicable performance based bonuses.
• This position is for an existing vacancy.

• Design and execute clear client retention goals that demonstrate the measurable value of the Deliverect product to enterprise business operations.
• Monitor client milestones for software implementation, serving as the subject-matter expert from initial setup through advanced feature navigation.
• Utilize data-driven insights to provide high-level reporting that showcases how Deliverect improves customer profitability and operational efficiency.
• Identify upsell opportunities for current features and products by deeply understanding unique client needs throughout the relationship lifecycle.
• Build and maintain strong, consultative relationships with key stakeholders.
• Develop tailored presentations and educational materials to effectively communicate product value to diverse internal and external audiences.
• Review customer feedback and concerns proactively to drive continuous improvement in the enterprise customer experience.
• Collaborate closely with internal teams, including Sales and Product, to ensure seamless execution of high-priority projects and client satisfaction.

• 3+ years of experience in Customer Success (B2B/B2C) or Account Management, preferably within a fast-paced SaaS environment.
• Proven proficiency with industry tools such as Planhat (CSP), Hub Spot (CRM), Google Suite, Slack, and Zoom.
• Strong technical aptitude with the ability to grasp new software applications quickly and translate technical concepts for business decision-makers.
• Exceptional communication and interpersonal skills, with the ability to foster positive relationships via phone, email, and video.
• Demonstrated experience in project management, including the ability to manage multiple tasks and solve complex problems under pressure.
• A solutions-driven mindset with a commitment to customer success and a positive approach to organizational challenges.
• Relevant degree or equivalent work experience, along with a background in SaaS sales
• Fluency in French is highly beneficial for our North American market.
• Prior experience with POS systems, hospitality, or food-tech landscapes is considered a strong asset.

At Deliverect, we're not just building a platform; we're redefining how restaurants and retailers connect with their customers globally. We're looking for agile, ambitious, and resourceful team members who are excited to tackle complex challenges, take calculated risks and contribute to innovative solutions that shape the future of commerce.

• Invest in Your Growth - We provide a dedicated learning budget to help you expand your skills and knowledge in this dynamic environment.
• Solve Meaningful Challenges - Contribute to tackling some of the most significant challenges in the global tech industry, directly impacting the way businesses operate worldwide.
• Drive Innovation - Immerse yourself in a culture where innovation isn't just a buzzword – our weekly releases and new features ensure you're always working on cutting-edge solutions.
• Collaborate with a Global Team - Be part of a diverse, international team that values transparency, visibility, and a multitude of perspectives.
• Be Part of a Unicorn - Join a rapidly scaling SaaS unicorn at the forefront of the order…