Enterprise Customer Success Manager

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. 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. 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. Visit Schema App at [www.schemaapp.com](http://www.schemaapp.com/) or on LinkedIn. 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. About the Role As an Enterprise Customer Success Manager, 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. Functional Accountabilities Own Complex Strategic Relationships - Build and maintain relationships with executive, business, and technical stakeholders across customer organizations. - Develop engagement strategies that align to customer goals, organizational structure, and business priorities. - Act as a trusted advisor by providing strategic guidance and driving alignment on long-term success plans. Drive Enterprise Retention & Outcomes - Create and execute customer success plans with measurable business objectives and KPIs. - Monitor customer health, identify risks early, and lead mitigation strategies to ensure long-term success. - Drive adoption, value realization, and measurable outcomes that support retention and growth. Lead Renewals & Expansion - Own renewal strategy, forecasting, and customer communications throughout the contract lifecycle. - Identify growth opportunities and lead consultative expansion conversations with key stakeholders. - Build business cases that connect customer goals, realized value, and investment decisions. Deliver Executive-Level QBRs - Lead strategic business reviews that demonstrate ROI, business impact, and progress toward customer goals. - Present insights and recommendations tailored to executive and cross-functional audiences. - Facilitate alignment on priorities, success metrics, and future opportunities. Act as Product Partner - Gather, synthesize, and communicate customer feedback to Product and internal stakeholders. - Advocate for enterprise customer needs and influence product direction through strategic insights. - Partner cross-functionally to address customer challenges and improve the overall customer experience. Act as an Industry & Product Expert - Maintain deep expertise in Schema App's platform, schema markup, knowledge graphs, SEO, and AI-powered search. - Translate industry trends and product capabilities into actionable recommendations for customers. - Educate customers and internal teams on best practices, emerging opportunities, and innovative use cases. Key Competencies - Executive Stakeholder Influence: Engages confidently with senior leaders and decision-makers. Navigates complex organizations and aligns multiple stakeholders around shared goals, value realiz…