Enterprise Customer Success Manager

About Rewind

Rewind builds data-protection services that safeguard the information businesses rely on every day. The company focuses on cloud-based backup for tools and platforms such as Jira, GitHub, Confluence, and Shopify. Rewind is supported by Insight Partners, Inovia, Bessemer, and Atlassian Ventures, and was named one of Canada’s 50 fastest-growing technology companies in the 2023 Deloitte Fast 50.

The company encourages candidates to explore its startup story, mission, values, and blogs to better understand its work and culture.

About the Role

This is a foundational Enterprise Customer Success Manager position for someone who can help shape what customer success looks like at Rewind. Reporting to the CRO, you will work closely with enterprise and upper mid-market customers to help them achieve measurable value from the platform while also helping build the systems, playbooks, and practices that will support a growing customer success team.

You will oversee the complete customer journey, starting with pre-sales testing and onboarding and continuing through adoption, success planning, and renewals. The role requires close partnership with Sales, Account Management, Sales Engineering, Product, Marketing, and Support to create a smooth customer experience.

This opportunity is best suited to someone with strong B2B SaaS customer success experience who enjoys startup environments, thrives with ambiguity, and is motivated by creating structure from the ground up.

What You Will Do

• Own relationships with a portfolio of enterprise and upper mid-market customers and act as their main strategic contact.
• Support customers through testing, implementation, adoption, and ongoing success planning so they can fully realize the value of Rewind.
• Run business reviews, executive conversations, and structured success-planning sessions with key stakeholders.
• Build plans to strengthen customer health, long-term retention, and overall satisfaction.
• Work with Account Managers to uncover expansion and cross-sell opportunities across supported integrations, such as extending coverage from Jira to GitHub.
• Serve as the internal advocate for customers by bringing their feedback into product discussions and improvement planning.
• Coordinate with Sales during handoffs and growth opportunities to keep the customer experience consistent.
• Partner with Product and Engineering to share insights that can shape the roadmap.
• Collaborate with Marketing and Support to create materials and resources that help customers adopt the product successfully.
• Design and launch the core customer success playbook, including onboarding frameworks, engagement models, and lifecycle approaches.
• Define customer success standards by creating processes, metrics, and best practices.
• Develop scalable methods for enterprise onboarding, value realization, and account-health tracking.
• Identify the tools, systems, and workflows needed to support a future customer success organization.

What You Need

• At least 4 years of experience in Customer Success, Implementation, Account Management, or a similar role in a B2B SaaS setting.
• A builder’s mindset and the ability to create structure, processes, and playbooks with limited guidance.
• Familiarity with agentic fluency.
• Experience managing a renewable SaaS book of business.
• Proven capability in handling enterprise accounts with several stakeholders.
• Strong relationship-building skills across both operational and executive audiences.
• A data-driven approach to customer health, retention, and growth management.
• Comfort working cross-functionally with Sales, Product, Engineering, and Marketing.
• A proactive ownership mindset with strong follow-through and accountability.

Location and Schedule

This is a remote role within Canada, aligned to the Eastern Time Zone.

Compensation

The base salary is intended to fall within the CA$90K to CA$115K range, though the final offer may vary based on market conditions and the candidate’s qualifications. Rewind notes that compensation may be adjusted for a more senior or earlier-career level depending on the outcome of the interview and leveling process. Pay is only one part of the total compensation package.

Why Join Rewind

At Rewind, you will help shape the future of data protection for thousands of businesses. The team values innovation, accountability, trust, respect for people’s time, and a willingness to experiment and think critically. The company also encourages smart use of AI tools as part of its culture of experimentation.

Benefits and Support

• Flexible working hours
• Employee stock options
• Health coverage
• 3 weeks of vacation
• 7 life leave days
• 2 Level Up days for professional growth
• 1 volunteer day
• Summer Fridays and a December holiday shutdown
• Paid parental leave
• CA$2,000 per year wellness/home office allowance
• CA$5,000 per year professional development allowance

Culture and Inclusion

Rewind aims to provide an inclusive and supportive environment where people can do the best work of their careers. The company welcomes candidates from all backgrounds and identities and encourages broad participation in the hiring process.

Recruitment Process Note

The hiring process may use AI-enabled tools to help organize and review applications, but final hiring decisions are made by people.