Enterprise Customer Success Manager

Enterprise Customer Success Manager

Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We're a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof for the age of AI. We work with some of the world's most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.

At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That's why we're building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.

We are hiring an Enterprise Customer Success Manager to manage a mixed portfolio of mid-market and enterprise customers, with increased complexity, revenue responsibility, and stakeholder depth.

About the Role

As an Enterprise Customer Success Manager, you own more complex customer relationships and operate as a trusted advisor to senior stakeholders. You are accountable for renewals and expansion strategy and are expected to independently lead commercial conversations and long-term success planning. Reporting to the Manager of Customer Success, you will play a critical role in driving net revenue retention and contributing to the company's growth objectives.

Functional Accountabilities

Own Complex Strategic Relationships

• 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.

Drive Enterprise Retention & Outcomes

• 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.

Lead Renewals & Expansion

• 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.

Deliver Executive-Level QBRs

• 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.

Act as Product Partner

• 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.

Key Competencies

• 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.

Success Metrics

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

Core Values

• 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.

Life @ Schema App

• 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.