The Role
Manage a portfolio of enterprise customers to drive onboarding, adoption, retention, renewals, and expansion. Lead executive reviews, build data-driven success plans, monitor health metrics, escalate risks, and partner cross-functionally to deliver measurable business outcomes. Mentor junior CSMs and contribute to playbooks and process improvements.
Summary Generated by Built In
About Perceptyx
The Role
What You’ll Do
What You Bring
Our Interview Process & AI Transparency
Compensation & Benefits
At Perceptyx, we’re on a mission to help organizations turn employee insights into measurable impact. Our AI-enabled employee experience platform leverages the science of listening, behavioral nudges, and predictive analytics to help clients elevate engagement, retention, and performance. We’re a team of innovators fueled by purpose, collaboration, and excellence — and we’re looking for someone who wants to play at the highest level.
As a Senior Enterprise Customer Success Manager, you will manage a strategically critical portfolio of enterprise and high-touch customers, owning retention, adoption, expansion, and overall value delivery. You’ll operate at the intersection of business outcomes, product adoption, and strategic customer relationships—partnering across our internal teams (Sales, Product, Consulting, Services) to ensure our clients see measurable results from their investment in Perceptyx. This role is ideal for someone who thinks commercially, acts consultantively, and thrives in a high-growth, dynamic environment.
- Lifecycle Ownership: Own full-lifecycle customer success for a book of mid-market and enterprise accounts, driving onboarding, adoption, value realization, renewals, and expansions.
- Commercial Metrics: Drive gross retention and net revenue retention by proactively protecting renewals and expanding existing accounts through upsell and cross-sell motions.
- Executive Engagement: Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) with C-suite and senior stakeholders, explicitly linking program outcomes to business metrics and ROI.
- Success Planning: Build and execute data-driven customer success plans that articulate adoption journeys, risk mitigation strategies, health scoring, and concrete growth paths.
- Health Monitoring: Monitor customer health via system usage, product engagement, survey metrics, sentiment, risk flags, and financial indicators to proactively escalate, intervene, or upsell.
- Cross-Functional Partnership: Act as a customer advocate inside Perceptyx, partnering with Sales (for expansion), Product (for roadmap feedback), Consulting (for delivery), and Marketing (for customer references and advocacy).
- Leadership & Enablement: Mentor and coach less-experienced Customer Success Managers while actively contributing to CS playbooks, internal processes, and scaling best practices.
- Experience: 5–7+ years of experience in Customer Success, Account Management, or post-sales consulting within a B2B SaaS environment.
- Enterprise Mastery: Demonstrated success managing high-touch enterprise accounts with multiple C-suite stakeholders, owning both retention and revenue growth.
- Commercial Acumen: Strong commercial instincts with familiarity leading complex software renewals and expansion mechanics.
- Data Fluency: A data-driven mindset with the ability to analyze usage/health metrics, build compelling value stories, and translate data into strategic action.
- Technical Stack: Experience working with or comfort rapidly learning tools such as Salesforce and Gainsight (or comparable CSM platforms) to manage customer data.
- Execution & Soft Skills: Excellent communication, presentation, organizational, and project management capabilities. You are a self-starter who operates with autonomy in a fast-moving space.
- Education: Undergraduate degree preferred, or equivalent practical experience.
Bonus Points:
- Experience in employee experience (EX), HR tech, or people analytics.
- Background partnering with AI-driven platforms or analytics-led software solutions.
- Prior history of formally mentoring peers or contributing directly to process improvement initiatives.
At Perceptyx, we value your time and want our interviewers to be fully engaged in the conversation.
- Note-Taking: We use Metaview.ai to record and summarize our interviews. This allows our hiring team to focus on you rather than typing notes, ensuring a fairer and more accurate evaluation of your experience.
- AI Disclosure: While we use AI to assist in summarizing interview data, all final hiring decisions are made by Perceptyx employees. We do not use automated tools as the sole basis for selecting or rejecting candidates.
- Your Choice (Opt-Out): Participation in recorded interviews is voluntary. If you prefer not to have your interview recorded via Metaview, please notify your recruiter prior to the start of the session. Opting out will not negatively impact your candidacy.
Salary Range: $140,000-$150,000 CAD base salary per year + 25% Incentive
- Note: Final compensation is determined by factors including experience, geography, and skills.
- Benefits: Comprehensive medical, dental, and vision insurance; [401k/RRSP] matching; generous PTO and paid holidays; parental leave; and professional development budget.
Perceptyx is an equal opportunity employer committed to a diverse workforce. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Perceptyx provides accommodations for people with disabilities throughout the recruitment process. If you require an accommodation, please let us know.
Skills Required
- 5-7+ years in Customer Success, Account Management, or post-sales consulting within a B2B SaaS environment.
- Demonstrated success managing high-touch enterprise accounts with multiple C-suite stakeholders, owning retention and revenue growth.
- Experience working with or ability to rapidly learn Salesforce and Gainsight (or comparable CSM/CRM platforms).
- Data-driven mindset with ability to analyze usage/health metrics, build value stories, and translate data into strategic action.
- Proven experience leading complex software renewals and expansion mechanics (upsell/cross-sell).
- Excellent communication, presentation, organizational, and project management skills; self-starter who operates autonomously.
- Undergraduate degree or equivalent practical experience.
- Experience in employee experience (EX), HR tech, or people analytics.
- Background partnering with AI-driven platforms or analytics-led software solutions.
- Prior history of mentoring peers or contributing to process improvement initiatives.
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The Company
What We Do
Perceptyx combines employee surveys and people analytics in a way that not only helps you see more of what’s going on in your organization, but also helps you see how to drive the organization forward. Too many surveys only focus on measurement, with overly prescriptive models that don’t offer a fresh perspective on the challenges facing your business. And they rarely connect the dots between the employee experience and business outcomes, making it difficult to know which actions will have the greatest impact. With a solution fully tailored to your specific organizational needs, Perceptyx makes it possible for organizations to see more clearly, see the bigger picture, and see the next steps. It’s why nearly one-third of the Fortune 100 already rely on Perceptyx and why 95% of the organizations that come to us stay with us. - Perceptyx. See the way forward.
