[Hiring] Enterprise Customer Success Manager @Schema App

Role Description

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.

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.

Qualifications

• Deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search.
• Ability to engage confidently with senior leaders and decision-makers.
• Experience in designing and executing structured success and growth strategies.
• Strong understanding of contracts, timing, ROI, and customer buying dynamics.
• Proven ability to identify risk early in complex environments.
• Effective partnership with Sales, Product, Support, and Marketing teams.

Requirements

• 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.
• Create and execute customer success plans with measurable business objectives and KPIs.
• Monitor customer health, identify risks early, and lead mitigation strategies.
• Own renewal strategy, forecasting, and customer communications throughout the contract lifecycle.
• Identify growth opportunities and lead consultative expansion conversations.
• Lead strategic business reviews that demonstrate ROI and business impact.
• Gather, synthesize, and communicate customer feedback to Product and internal stakeholders.
• Maintain deep expertise in industry trends and product capabilities.

Benefits

• Culture focused on your growth: Weekly 1:1 with conversations around Professional Development.
• Great benefits for health & wellness, with coverage starting as soon as you do.
• RRSP matching!
• Flex days to re-energize on top of vacation days; 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.

Success Metrics

• 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.

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.
• Humble: We know what we are good at as people and as a company.