Role Description Greenhouse is looking for a Senior Customer Success Manager, Enterprise to join our team! You'll be the owner of ongoing consultative relationships and the face of Greenhouse throughout the entire customer journey - from pre-sales, to implementation and ongoing optimization. Who will love this job: - A proud advocate — you are the voice of your customers while remaining compassionate, responsive, and effective at navigating complexity on their behalf. - A collaborator — you thrive working with cross-functional partners across Account Management, Support, Product, Professional Services, and Engineering through renewals, expansions, and key customer milestones. - An educator — you coach customers on structured hiring practices, onboarding workflows, and Greenhouse's full product suite including Voice AI. - An entrepreneur — you manage your book of business like your own company, continuously elevating your processes, philosophies, and methodologies without waiting to be told how. - A future builder — you see around corners, identify opportunities before they're obvious, and create new approaches where no playbook exists. - A decisive operator — you make good calls fast, act with conviction under ambiguity, and own outcomes whether they go well or not. What you’ll do: - Provide strategic direction for clients on Greenhouse products and within their fields of expertise. - Achieve full fluency in substantial industry trends and topics to advise customer leaders from various functions. - Illustrate business value by defining clear metrics and proof points for all customer engagements (implementation goals, business reviews, etc). - Demonstrate thought leadership and be a valued internal resource across sales, marketing, product, and engineering. - Act as a trusted advisor to clients and become an extension of the customer’s team. - Successfully establish relationships wide and high throughout the organization. - Utilize data to provide product and strategy recommendations. - Communicate critical customer concerns and use understanding of vertical or product trends to provide recommendations and influence talent strategy. - Develop a vision that motivates others to achieve their goals. - Lead innovation within, and in addition to primary role through projects and initiatives. - Identify complex upsell opportunities and work with Sales and Expansions teams to assist in renewing and expanding Enterprise customer contracts. - Conduct strategic account planning to prioritize opportunities and customer goals. - Orchestrate success by working closely with internal teams to deliver value for customers, solve complex problems, and improve internal processes. - Invent solutions to customer challenges where the playbook doesn't yet exist, particularly as customers navigate AI-powered hiring tools. - Use our learning and development budget to further educate yourself, learn a new skill, or upgrade an existing one. - Additional projects and responsibilities as business needs require. Qualifications - 5+ years of hands-on account management or customer success management experience, preferably in the B2B tech/SaaS sector. - A background managing complex enterprise accounts with high ARR responsibility. - Demonstrated ability to drive product adoption across multi-product SaaS environments. - Comfort with and curiosity about AI tools — both in your own workflow and in how you help customers adopt AI-powered features. - Strong discovery skills — you ask thoughtful, open-ended questions that get to the heart of what value looks like for each customer. - Proven track record managing retention, expansion, and risk mitigation across a strategic book of business. - Formal or informal project management experience. - Experience collaborating with and orchestrating large cross-functional account teams. - Background in SaaS, a plus. - Background in HR Tech or Talent Acquisition, a plus. - Your own unique talents! Your background has given you a unique perspective and set of transferable skills that aren't always in alignment with a given role - but those are qualities we value at Greenhouse. Requirements - Applicants must be legally eligible to work in Canada as of the start date chosen by the Company. - We are unable to support sponsorship at this time. Benefits - The national pay range for this role is $97,700 - $146,500 CAD. - Individual compensation will be commensurate with the candidate's experience and qualifications. - Certain roles may be eligible for additional compensation, including stock option awards, bonuses, and merit increases. - Certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

• Acts as the product SME, assisting customers with their product questions and technical requirements, writing scripts, troubleshooting, training and other technical requests. • Working together with product and engineering teams ensuring our customers and partners get the most out of our products. • Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale.

• Be a technical expert in Redzone software and coaching in order to serve as a resource for customers • Travels to various customers sites each week to provide leadership and coaching to teams • Complete success visits to support customers and their usage of Redzone, often finding ways to re-engage teams quickly • Builds strong and trusted relationships with senior leaders in the customer community • Recognizes customers’ needs and influences to facilitate upsell processes and activity • Helps identify and support retention risk and opportunities to mitigate • Provides oversight and support for ~100 customers at a time • Leads regional community networking events • Support broader Coaching Team and assist with customer deployments as needed

• Maintain current clients and grow customer base • Keep accurate correspondence records and update client details • Provide process improvement recommendations • Establish and maintain a governance model for client accounts • Oversee staffing, production, and process improvement efforts • Conduct business reviews and present data to clients • Evaluate client performance and implement plans for improvement • Partner with Client Success Executive for account growth