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Deliverect

Posted 1 month ago

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Enterprise Customer Success Manager

TorontoHybridFull-time

AI Summary

Enterprise Customer Success Manager works as a strategic partner to Deliverect's high-value restaurant, dark kitchen, and grocery clients, driving retention, renewals, and upsells while translating data into actionable insights.

About this role

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.

Department Focus
Meet the Growth team at Deliverect—a squad of highly motivated and seasoned professionals laser-focused on propelling our customers to new heights. We grasp the ever-changing landscape of business needs and take a proactive approach, reaching out to our customers to provide the help and support they need. Think of us as your growth partners, dedicated to ensuring that every business maximises the potential of our platform's features and functionality.
Understanding that each of our customers has distinct needs, goals, and ambitions, we offer a suite of products tailored to help them reach their unique milestones. Our commitment goes beyond the transactional; we're here to build long-term relationships. See us collaborating with our customers, uncovering growth opportunities, and co-creating innovative strategies that set the stage for their success.
At Deliverect, we don't just talk about growth—we embody it. Our Growth team is the dynamic force behind businesses flourishing in today's ever-evolving landscape, proving that success is not just a destination but a journey we navigate together.

Your Impact
As an Enterprise Customer Success Manager, you will act as a strategic partner for our high-value restaurant, dark kitchen, and grocery customers at every stage of their journey. You will drive long-term loyalty and retention by transforming complex data into actionable insights, ensuring our enterprise clients maximize their profitability and efficiency. Your expertise in managing renewals, identifying upsell opportunities, and leading special projects will directly fuel Deliverect's continued growth and impact in the North American market.


This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our office and 2 days from the comfort of your home.

Important information

  • Fluency in English is required, with strong written and verbal communication skills being essential.
  • French language skills would be considered a strong asset.
  • This is a full-time, hybrid role with a flexible work schedule, offering 3 days in our Toronto office and 2 days from the comfort of your home.
  • The expected annual OTE for the role is between $70,000 CAD and $96,000 CAD plus applicable performance based bonuses.
  • This position is for an existing vacancy.

    • What you will do:

  • 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 new 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.

    • What you will bring:

  • 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), HubSpot (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.

    • Skills

    Customer Success MetricsData AnalysisGoogle SuiteHubspotPlanhatProject ManagementRenewalsSaaSSlackUpsell StrategiesZoom

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