Enterprise Customer Success Manager

• Build and maintain relationships with executive, business, and technical stakeholders across customer organizations.
• Develop engagement strategies that align to customer goals, organizational structure, and business priorities.
• Act as a trusted advisor by providing strategic guidance and driving alignment on long-term success plans.

• Create and execute customer success plans with measurable business objectives and KPIs.
• Monitor customer health, identify risks early, and lead mitigation strategies to ensure long-term success.
• Drive adoption, value realization, and measurable outcomes that support retention and growth.

• Own renewal strategy, forecasting, and customer communications throughout the contract lifecycle.
• Identify growth opportunities and lead consultative expansion conversations with key stakeholders.
• Build business cases that connect customer goals, realized value, and investment decisions.

• Lead strategic business reviews that demonstrate ROI, business impact, and progress toward customer goals.
• Present insights and recommendations tailored to executive and cross-functional audiences.
• Facilitate alignment on priorities, success metrics, and future opportunities.

• Gather, synthesize, and communicate customer feedback to Product and internal stakeholders.
• Advocate for enterprise customer needs and influence product direction through strategic insights.
• Partner cross-functionally to address customer challenges and improve the overall customer experience.

Act as an Industry & Product Expert

• Maintain deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search.
• Translate industry trends and product capabilities into actionable recommendations for customers.
• Educate customers and internal teams on best practices, emerging opportunities, and innovative use cases.

• Executive Stakeholder Influence: Engages confidently with senior leaders and decision-makers. Navigates complex organizations and aligns multiple stakeholders around shared goals, value realization, and long-term partnership.
• Strategic Account Planning & Growth: Designs and executes structured success and growth strategies that align customer maturity with Schema App’s capabilities. Anticipates future needs and positions expansion as a natural outcome of value delivered.
• Commercial Acumen & Negotiation: Owns renewal and expansion motions with a strong understanding of contracts, timing, ROI, and customer buying dynamics. Leads consultative commercial conversations that protect and grow revenue.
• Risk Anticipation & Problem Solving: Identifies risk early in complex environments and proactively develops mitigation strategies. Brings clarity and structure to ambiguity and escalates thoughtfully when needed.
• Cross-Functional Leadership: Partners effectively with Sales, Product, Support, and Marketing to advocate for enterprise customer needs. Synthesizes feedback into clear insights that influence roadmap, messaging, and experience.
• Efficiency Habits : Contributes to Schema App’s culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results. Embraces change and is empowered to experiment and improve continuously.

• Net Revenue Retention (NRR): ≥ 105% within the book of business
• Gross Revenue Retention: ≥ 95%
• Expansion Closed: Lead and close upsells quarterly
• Renewal Timeliness: 100% of renewals finalized ≥ 30 days before expiry with clear success metrics documented
• Executive Engagement: Maintain active relationships with at least 2+ executive stakeholders per enterprise customer
• Strategic Influence: Drive at least 1 new internal initiative per quarter (process, insight, playbook, or roadmap contribution)

• Growth Mindset: We are adaptable, nimble, and resilient. We are always learning.
• Resourceful: We are resourceful, take action on opportunities, and don’t give up.
• One Team: We are collaborative, we win and learn together.
• We are Humble: We know what we are good at as people and as a company. We share what we know, admit what we don’t, and seek clarity through curious questions.

AI-based tools may be used to support screening; all resumes are reviewed by a member of our team.

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development
• Great benefits for health & wellness, and your coverage starts as soon as you do
• RRSP matching!
• Flex days to re-energize on top of vacation days and you don’t work on your birthday
• The Culture Club keeps our virtual team connected through fun and innovative events
• Diverse smart team! The more inclusive we are, the better our work will be
• Schema App’s purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.

If you require accommodation during the application process, please let us know.

We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.