Senior Manager, Enterprise Customer Success

About This Opportunity

Our talent team at Get A Job.ai is representing a fast-growing cannabis technology company seeking a Senior Manager, Enterprise Customer Success to lead and scale their highest-impact customer success function. This role is open to candidates in the United States and Canada.

Our client powers dispensary operations across North America and needs a strategic, process-driven leader who can transform their enterprise customer success organization. You will lead a team of Enterprise Customer Success Managers, build scalable operational frameworks, and ensure their most important retail partners achieve exceptional outcomes.

Responsibilities

• Lead and develop a high-performing team of Enterprise Customer Success Managers serving major retail and commerce partners
• Build and implement scalable customer success processes from the ground up, establishing consistency across the organization
• Design and enforce a rigorous Quarterly Business Review (QBR) framework that demonstrates clear ROI and uncovers growth opportunities
• Replicate best practices by identifying what top-performing CSMs do in critical situations and codifying those strategies into team-wide playbooks
• Train the team in executive-level presentation building, teaching them to use data to tell compelling stories that drive consultative recommendations
• Establish customer health metrics and monitoring systems, moving beyond lagging indicators to identify early warning signs of potential churn
• Drive account mapping and relationship management disciplines, ensuring CSMs are deeply embedded in partner ecosystems with proactive risk mitigation protocols
• Partner with Sales to ensure seamless handoffs, coordinated account planning, and identification of expansion and cross-sell opportunities
• Synthesize enterprise feedback and trends into actionable insights for Product and UX teams
• Manage multi-million dollar ARR across your team's book of business, with individual CSMs handling $500K+ ARR portfolios

What We're Looking For

Required Experience:

• 8+ years in B2B SaaS Customer Success, Account Management, or Strategic Consulting
• 3+ years directly managing enterprise-level customer success teams
• Proven track record designing, launching, and driving adoption of new operational processes and team playbooks
• Demonstrated success establishing customer health scoring systems and using data analytics to forecast and prevent churn
• Experience managing and growing multi-million dollar ARR books of business

Key Competencies:

• Hyper-organized execution: Master of multi-tasking and project management who thrives in fast-paced environments and consistently delivers results
• Strategic relationship management: Deep understanding of enterprise account mapping, multi-stakeholder navigation, and building C-suite alignment
• Exceptional communication: Outstanding written and verbal skills with the ability to command executive meetings and align cross-functional teams
• Commercial acumen: Strong background in renewal management, commercial negotiations, and driving expansion revenue

Preferred Qualifications:

• Advanced proficiency with Salesforce, customer success platforms (Gainsight, Totango, ChurnZero), JIRA/Atlassian, and productivity suites
• Prior management experience in retail technology, e-commerce platforms, or cannabis commerce
• Dedication to high-touch, premium service delivery and instilling a "whatever it takes" mindset

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team will screen qualified applicants and coordinate interviews with our client. We handle the entire process and serve as your advocate throughout. Please do not attempt to contact the client directly, as all communication flows through our team to ensure the best experience for everyone involved.

Pay

The target salary range for this role is $111,000 - $150,000 based on experience and qualifications. Our client also offers full medical, dental, and vision benefits, equity compensation in the form of stock options, technology allowance, and flexible vacation and sick days.

Equal Opportunity: Get A Job.ai is committed to providing equal employment opportunities to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.