Enterprise Customer Success Manager

<p><span style="font-family: Inter, sans-serif; font-size: 10pt">Schema App is a fast-growing, profitable SaaS company headquartered in Guelph, Ontario, with a team across Canada. We’re a smart, collaborative group driven by a shared mission: to become a global leader in enterprise marketing technology and help organizations future-proof  for the age of AI.<br>We work with some of the world’s most recognized enterprises, including SAP, Wells Fargo, and Henry Ford Health, to give them control over how their brand is understood and represented by AI across search and digital experiences.</span></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt"><br>At our core, we believe that in the age of AI, a brand is only as strong as the data behind it and the connections within it. As search evolves into AI-driven and agent-led experiences, that foundation becomes critical. That’s why we’re building the infrastructure enterprises need to control how they show up in AI today and compete in the agentic web tomorrow: driving growth, protecting their brand, and leading in the next generation of digital experiences.</span></p> <p><br></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt">Visit Schema App at <a href="http://www.schemaapp.com/" target="_blank" rel="noopener noreferrer"> www.schemaapp.com</a> or on LinkedIn.</span></p> <p><br></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt">We are hiring an Enterprise Customer Success Manager to manage a mixed portfolio of mid-market and enterprise customers, with increased complexity, revenue responsibility, and stakeholder depth.</span></p> <p><br></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">About the Role</span></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt">As an <span style="font-weight: bold">Enterprise Customer Success Manager</span>, you own more complex customer relationships and operate as a trusted advisor to senior stakeholders. You are accountable for renewals and expansion strategy and are expected to independently lead commercial conversations and long-term success planning. Reporting to the Manager of Customer Success, you will play a critical role in driving net revenue retention and contributing to the company's growth objectives.</span></p> <p><br></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Functional Accountabilities</span></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Own Complex Strategic Relationships</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Build and maintain relationships with executive, business, and technical stakeholders across customer organizations.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Develop engagement strategies that align to customer goals, organizational structure, and business priorities.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Act as a trusted advisor by providing strategic guidance and driving alignment on long-term success plans.</span></li> </ul> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Drive Enterprise Retention & Outcomes</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Create and execute customer success plans with measurable business objectives and KPIs.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Monitor customer health, identify risks early, and lead mitigation strategies to ensure long-term success.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Drive adoption, value realization, and measurable outcomes that support retention and growth.</span></li> </ul> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Lead Renewals & Expansion</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Own renewal strategy, forecasting, and customer communications throughout the contract lifecycle.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Identify growth opportunities and lead consultative expansion conversations with key stakeholders.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Build business cases that connect customer goals, realized value, and investment decisions.</span></li> </ul> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Deliver Executive-Level QBRs</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Lead strategic business reviews that demonstrate ROI, business impact, and progress toward customer goals.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Present insights and recommendations tailored to executive and cross-functional audiences.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Facilitate alignment on priorities, success metrics, and future opportunities.</span></li> </ul> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Act as Product Partner</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Gather, synthesize, and communicate customer feedback to Product and internal stakeholders.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Advocate for enterprise customer needs and influence product direction through strategic insights.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Partner cross-functionally to address customer challenges and improve the overall customer experience.</span></li> </ul> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Act as an Industry & Product Expert</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Maintain deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Translate industry trends and product capabilities into actionable recommendations for customers.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Educate customers and internal teams on best practices, emerging opportunities, and innovative use cases.</span></li> </ul> <p><br></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Key Competencies</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Executive Stakeholder Influence: </span>Engages confidently with senior leaders and decision-makers. Navigates complex organizations and aligns multiple stakeholders around shared goals, value realization, and long-term partnership.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Strategic Account Planning & Growth: </span>Designs and executes structured success and growth strategies that align customer maturity with Schema App’s capabilities. Anticipates future needs and positions expansion as a natural outcome of value delivered.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Commercial Acumen & Negotiation: </span>Owns renewal and expansion motions with a strong understanding of contracts, timing, ROI, and customer buying dynamics. Leads consultative commercial conversations that protect and grow revenue.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Risk Anticipation & Problem Solving: </span>Identifies risk early in complex environments and proactively develops mitigation strategies. Brings clarity and structure to ambiguity and escalates thoughtfully when needed.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Cross-Functional Leadership: </span>Partners effectively with Sales, Product, Support, and Marketing to advocate for enterprise customer needs. Synthesizes feedback into clear insights that influence roadmap, messaging, and experience.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Efficiency Habits</span>: Contributes to Schema App’s culture of Constant Innovation and Experimentation by showing curiosity, initiative, and ownership in finding smarter, more efficient ways to deliver results. Embraces change and is empowered to experiment and improve continuously.</span></li> </ul> <p><br></p> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Success Metrics</span></p> <ol> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Net Revenue Retention (NRR): ≥ 105% within the book of business</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Gross Revenue Retention: ≥ 95%</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Expansion Closed: Lead and close upsells quarterly</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Renewal Timeliness: 100% of renewals finalized ≥ 30 days before expiry with clear success metrics documented</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Executive Engagement: Maintain active relationships with at least 2+ executive stakeholders per enterprise customer</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt">Strategic Influence: Drive at least 1 new internal initiative per quarter (process, insight, playbook, or roadmap contribution)<br><br></span></li> </ol> <p><span style="font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold">Core Values</span></p> <ul> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Growth Mindset: </span> We are adaptable, nimble, and resilient. We are always learning. </span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">Resourceful:</span> We are resourceful, take action on opportunities, and don’t give up.</span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">One Team:</span> We are collaborative, we win and learn together. </span></li> <li><span style="font-family: Inter, sans-serif; font-size: 10pt"><span style="font-weight: bold">We are Humble:</span> We know what we are good at as people and as a company. We share what we know, admit what we don’t, and seek clarity through curious questions.</span></li> </ul> <p><br></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; font-style: italic">AI-based tools may be used to support screening; all resumes are reviewed by a member of our team.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt; font-weight: bold">Life @ Schema App</span></p> <ul> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">Culture focused on your growth: Weekly 1:1 with conversations around Professional Development</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">Great benefits for health & wellness, and your coverage starts as soon as you do</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">RRSP matching!</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">Flex days to re-energize on top of vacation days and you don’t work on your birthday</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">The Culture Club keeps our virtual team connected through fun and innovative events</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">Diverse smart team! The more inclusive we are, the better our work will be</span></li> <li><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">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.</span><br></li> </ul> <p><br></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 10pt">If you require accommodation during the application process, please let us know. We are committed to an inclusive work environment and welcome applicants of all backgrounds and perspectives.</span></p> <p><br></p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...