Manager of Enterprise Customer Success

Schema App is a fast-paced, profitable SaaS company headquartered in Guelph, Ontario, and proud of our Canada-wide team. We are a smart, collaborative team on a mission to own the Enterprise Content Knowledge Graph market globally.

Schema App is proud to call SAP, Gusto, and Henry Ford Health our customers. We are the leaders in a niche area of search engine optimization (SEO), called schema markup. Our comprehensive end-to-end solution empowers Digital Marketing Teams to achieve organic search results. Our technology is essential with the evolution of AI Search (ChatGPT, Bard, Gemini). The knowledge graphs we build can be re-used by Content teams to get insights on their content.

We are looking for a Manager of Enterprise Customer Success to join our team. Schema App's solution is a combination of our scalable technology platform and High Touch Support. The Customer Success team is responsible for scoping deals with sales, onboarding new customers, and using the Schema App platform to help our Customers achieve and measure progress toward their digital marketing goals.

Purpose of the Role

Lead the Customer Success Team to exceed goals for revenue retention and revenue expansion by delighting Enterprise customers with value enabled by our product and services.

Role Accountabilities

1. Team Leadership: Lead and Manage a Customer Success team that meets and exceeds key goals (renewal rate, expansion revenue, NPS) while executing on a growth strategy. Hire, develop and coach a team to be A players. Be part of the leadership team to plan, debate and partner to identify priorities, and solve problems to move the business forward.
2. Value Delivery: Create processes and key messages to enable the team to tell the Schema App value story through robust Business Reviews, high-value touchpoints (email and meetings), and proactive engagements that Wow our customers and their various stakeholders. Create and Manage an Enterprise CS strategy resulting in a detailed plan and forecast for CS.
3. Enterprise Stakeholder Management: Enable the team to manage a portfolio of stakeholders, and identify stakeholder plans to keep them engaged and seeing value. Manage key strategic stakeholders at the Executive level. Develop and execute strategies to transition from tactical engagements to strategic partnerships to effectively engage, retain, and expand Enterprise customers.
4. Scaled Operational Excellence: Leverage automation and innovative solutions to streamline CS processes, maintaining high levels of customer satisfaction while supporting scalable growth. Evolve and monitor key performance indicators (KPIs) related to customer success, product adoption, renewal/expansion, and overall customer experience, reporting progress to executive leadership.
5. Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that customer insights inform product development, marketing, and sales strategies.

Key Competencies

1. Lifelong Learner: Strong and active interest in personal learning and personal/professional growth.
2. Coaching: Shares leadership and encourages people to take ownership, find solutions, make decisions, and learn from mistakes.
3. Teamwork: Great at building teams and being part of the leadership team that works together to achieve the company’s goals.
4. Enterprise Stakeholder Management: Ability to connect, manage and influence leaders at customers from Directors to Vice Presidents.
5. CS Process Optimizations: Proficiency in optimizing processes, using data to drive decisions, gauging customer health, and identifying opportunities for improvement and expansion.
6. Cross-functional collaboration and communication: Work closely with sales, marketing, product, engineering, and other departments to ensure alignment and enhance the customer experience.
7. Technical Proficiency: Understanding of the SaaS industry and the technology behind the product, allowing for effective problem-solving and guidance.
8. Customer-Centric Approach: Expertise in customer personas, journey mapping, and touchpoint optimization to deliver exceptional customer experiences.

Metrics

1. High Performing Team: 80% A players on the team and Employee NPS >50
2. Value Delivery: Expansion Goal Achievement, Renewal Rate: >95%
3. Enterprise Stakeholder Management: NPS >8 - move to more standardized measure >33%
4. Operational Efficiency: ARR by Customer Success Manager= +10% Y/Y, on or under Budget

Core Values

1. Teamwork - We collaborate, win and learn as a team.
2. Growth Mindset - Constantly learning, you give and are open to timely feedback.
3. Positive - We see the opportunity, the glass is half full.
4. Humble - We know what we are good at as people and as a company.
5. Entrepreneurial Gumption - We take action on opportunities and are willing to do all kinds of jobs.

Life @ Schema App

1. Culture focused on your growth: Weekly 1:1, Career Logbooks, and Quarterly Development Goals
2. Great benefits for health & wellness, and your coverage starts as soon as you do.
3. Flex days to re-energize on top of vacation days.
4. You choose where you work - home or headquarters in Guelph.
5. The Culture Club keeps our virtual team connected through fun and innovative events.
6. Diverse smart team! The more inclusive we are, the better our work will be.

Schema App’s purpose is to build meaningful connections, with each other, our customers, and the data so that we are all understood. We are a team of smart people helping each other solve hard problems.