Enterprise Customer Success Manager – Rewind | Remote Eastern Time)

About the Role

Rewind is seeking an Enterprise Customer Success Manager to help define and build its customer success function. This foundational role reports directly to the CRO and focuses on ensuring enterprise and upper mid‑market customers realize the full value of Rewind’s platform. You’ll design playbooks, build systems, and own the end‑to‑end customer journey from onboarding through renewal.

You’ll manage strategic customer relationships, drive retention and satisfaction, and collaborate cross‑functionally with Sales, Product, Engineering, Marketing, and Support. This role is ideal for someone with strong B2B SaaS customer success experience who thrives in early‑stage environments and enjoys building structure from the ground up.

Key Responsibilities

• Manage enterprise and upper mid‑market customer relationships
• Guide customers through onboarding, adoption, and success planning
• Conduct business reviews and executive check‑ins
• Develop strategies to improve customer health, retention, and satisfaction
• Partner with Account Managers to identify cross‑sell opportunities
• Act as the voice of the customer internally, influencing product priorities
• Collaborate cross‑functionally to ensure seamless customer experiences
• Design and implement customer success playbooks, frameworks, and lifecycle strategies
• Establish success metrics and best practices for scalable growth

Candidate Requirements

• 4+ years in Customer Success, Implementation, or Account Management within B2B SaaS
• Experience managing enterprise accounts with multiple stakeholders
• Proven ability to build processes and playbooks from scratch
• Strong relationship‑building skills with operational and executive audiences
• Data‑informed approach to customer health and retention
• Collaborative mindset with Sales, Product, Engineering, and Marketing teams
• Proactive, ownership‑driven attitude with strong accountability

Compensation and Benefits

• Salary: CA $90K–CA $120K/year (range may vary based on experience level)
• Employee stock options
• Summer Fridays and December holiday office closure
• Paid parental leave
• $2000/year wellness/home office allowance
• $5000/year professional development allowance