• Drive customer adoption and value realization with the platform • Ensure project milestones and customer satisfaction • Lead personalized training sessions and create resources for users • Engage proactively with customers to mitigate churn risks • Build strong connections with technical stakeholders and understand their goals • Collaborate with sales to identify and develop expansion opportunities

• Own and manage a book of mid-market customer relationships to showcase the value of Greenhouse and drive gross and net revenue retention • Dig into each customer's goals through thoughtful discovery and translate them into positive business outcomes you execute and verify • Build and refine AI-powered workflows that reduce administrative work and scale how you deliver value across your book • Prioritize strategically across your accounts, deciding which products and features matter most to each customer in a fast-moving, competitive market • Advocate internally for customer needs to our Support, Product, Engineering, and Sales teams • Partner with Account Managers throughout the customer lifecycle to prevent churn, surface expansion opportunities, and ensure renewals • Team up with Implementation Strategists through onboarding to ensure the successful launch of new Greenhouse customers • Additional projects and responsibilities as business needs require

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.