rewind - Enterprise Customer Success Manager
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Requirements
• 4+ years of experience in Customer Success, Implementation, Account Management, or a related role within a B2B SaaS environment • A builder’s mindset with the ability to create structure, processes, and playbooks from the ground up with minimal oversight • Strong agentic fluency • Experience managing a renewable book of business in a SaaS company • Proven ability to manage enterprise accounts with multiple stakeholders • Excellent relationship-building skills, with the ability to engage both operational and executive audiences • A data-informed approach to managing customer health, retention, and growth • Ability to collaborate cross-functionally with Sales, Product, Engineering, and Marketing teams • A proactive, ownership-driven mindset with strong accountability and follow-through • LOCATION AND WORKING HOURS • This role is remote within Canada (Eastern Time Zone).
Responsibilities
• Enterprise customer partnership & value realization • Manage relationships with a portfolio of enterprise and upper-mid market customers, serving as their primary strategic partner at Rewind • Guide customers through pre and post sale testing, implementation, adoption, and ongoing success planning to ensure they achieve value from Rewind’s platform • Conduct regular business reviews, success planning sessions, and executive check-ins with key stakeholders. • Customer health, retention & growth • Develop and own strategies to improve customer health, long term retention and customer satisfaction • Partner with Account Managers to identify cross-sell opportunities across Rewind’s other supported integrations (ex. expanding from Jira to GitHub coverage) • Customer insights & cross-functional collaboration • Act as the voice of the customer internally, sharing insights that help shape product priorities and improvements. • Partner closely with Sales during handoffs and expansion opportunities to ensure a seamless customer experience. • Collaborate with Product and Engineering teams to surface feedback and influence roadmap discussions. • Work with Marketing and Support teams to develop resources that help customers adopt and succeed with Rewind. • Customer success strategy & playbook development • Design and implement the foundational customer success playbook, including onboarding frameworks, engagement models, and lifecycle strategies • Define what great customer success looks like at Rewind by establishing processes, success metrics, and best practices • Build repeatable approaches for enterprise onboarding, value realization, and account health monitoring • Identify tools, systems, and workflows needed to support a scalable CS organization
Benefits
• The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified. • If your expectations are above this range, it may be because your experience aligns with a more senior level. In some cases, we’re open to hiring at a higher level for the right person and are committed to paying competitively and fairly. • If your experience is closer to an earlier career stage, we may still consider your application. In that case, we would evaluate the role at a different level within our levelling framework, which would correspond to a salary below the range shown. • Pay is just one part of the overall compensation at Rewind. • At Rewind, you’ll help shape the future of data protection for thousands of businesses. We’re performance-driven, innovative, and not afraid to challenge what’s possible. You’ll join a team that values trust, accountability, and respect for people’s time — and encourages every employee to experiment, think critically, and grow. • We support innovation through experimentation — including smart use of AI tools — and believe the best ideas come from those who aren’t afraid to push boundaries. • How Rewind Will Support You • We know that enjoying the journey is just as important as reaching our goals. We work hard to create a positive, inclusive environment where fun and laughter are part of our everyday routine. We also offer a variety of benefits to support your success both at work and in your personal life which includes but is not limited to: • Flexible work hours • Employee stock options • 3 weeks vacation • 7 life leave days • 2 Level Up days for professional development • 1 volunteer day • Summer Fridays and office closed during the holiday break in December • Paid parental leave • $2000/year wellness/home office allowance • $5000/year professional development allowance • Rewind is committed to building an inclusive, supportive place for you to do the best and most rewarding work of your career. We value how each new hire is an opportunity for us to bring in a different perspective, and we are always eager to further diversify our company. We strongly encourage candidates of all different backgrounds and identities to apply. • Our recruitment process may include the use of artificial intelligence–enabled tools to help manage and review applications efficiently. These tools assist our team, but hiring decisions are ultimately made by human reviewers.
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