Enterprise Customer Success Manager

At LumiQ, we’re on a mission to make professional education enjoyable. As a modern, audio-first learning platform, we empower accounting and finance professionals to fulfill their continuing professional development requirements through engaging podcasts. Over the past five years, we’ve cultivated a devoted customer base of over 1,000 corporate and accounting firms across North America.

LumiQ is proud to be a 2024 Deloitte Fast 50 winner. We’re creating awesome proprietary content, nailing our go-to-market strategy, and being the first to shake up the industry. Most recently, we secured a strategic investment from Vertu Capital to fuel our expansion globally and continue executing on our exponential growth plans.

LumiQ is also a certified Great Place to Work! We’re all about transparency, ownership, innovation, and empathy. If you’re ready to make a real impact and help us transform professional education, we’d love to hear from you!

About The Role:

Reporting to our Manager, Customer Success, the Enterprise Customer Success Manager will be responsible for the adoption, advocacy, retention, and growth of LumiQ customers. The CSM will drive user engagement across the platform and ensure alignment to drive client happiness.

• Own and develop relationships with enterprise customers, key business stakeholders, and end users to ensure a best-in-class customer experience.
• Proactively monitor customer health, product adoption, and engagement trends to mitigate churn and identify growth opportunities.
• Conduct customer onboarding, regular business reviews, and goal alignment meetings to ensure customer success.
• Act as the voice of the customer, gathering feedback and advocating for their needs internally.
• Provide timely, clear, and proactive communication to customers, ensuring high responsiveness and attention to detail.
• Maintain accurate and up-to-date customer records in Salesforce and other CRM tools.
• Analyze customer usage to track engagement and inform strategy.
• Helping move a company from a compliance to culture of learning
• Assist with additional projects and initiatives as needed.

• You have 3-5 years of experience in a customer-facing or client management role, whether in Customer Success, Account Management, Learning & Development, or Professional Services.
• You thrive in relationship-driven roles, where building connections and driving long-term engagement is key.
• You have strong organizational skills and can balance multiple projects, accounts, or initiatives with efficiency.
• You are detail-oriented, proactive, and comfortable using tools like Salesforce (or another CRM) and Excel for tracking customer engagement and insights.
• You communicate effectively, both written and verbal, and can collaborate seamlessly with clients and internal teams.
• You’re adaptable and eager to work in a fast-paced, evolving environment, always looking for ways to enhance customer success strategies.
• You have a growth mindset and a passion for learning, always seeking to expand your knowledge to better support clients and drive success.
• Ability to engage and interact with executive stakeholders, fostering strong relationships through strategic discussions, active listening, and tailored communication

If you think your experience is most of the way, there we’d still love to meet you!

Please note this is a flexible hybrid role based out of Toronto, Canada. Employees will be expected to be able to commute to the office 2 times a week. However, for training & onboarding purposes, the in-office expectation time will increase.

Benefits and Perks:

- Health Benefits are available after 3 months with us, including a yearly health spending account. You'll also have access to an Employee Assistance Program for additional support if needed.

- Hybrid Work Style: The best of both worlds. Enjoy remote work and a downtown Toronto office with snacks, events, and ping pong.

- Monthly team social events: (Super Smash Bro party, hot chocolate bar, Blue Jays game, Hot One's Challenge are just a few examples of what we have done in the past).

- Schedule flexibility: We know our employees have lives outside of work and don’t mind if you need to run to a mid-day doctor's appointment or pick up a kid early from school!

- Nomad policy: Work remotely 4 weeks of the year from anywhere in the world.

- Endless Learning: Our platform isn't just for accountants. Listen to podcasts on soft skills, career development, leadership, and more.

- LumiQ Clubs: Join an existing club or start your own!