Opportunities at Craft portfolio companies


Enterprise Customer Success Manager (Canada)



Customer Service, Sales & Business Development
Posted on Friday, May 31, 2024
Orum is making sales human again through conversations. We are an AI-driven, live conversation platform that accelerates sales teams by empowering salespeople to achieve more. Orum increases sales efficiency, speeds up pipeline growth, and lowers customer acquisition costs for various companies ranging in size from start-ups to large enterprises. Sales teams using Orum see consistent conversations, more meetings booked, and shorter rep ramp time - all while having fun and not burning out. We are beyond excited to hire an empowered, remote-first community to support Orum's next growth phase!
Our Mission is to accelerate sales teams by empowering salespeople to achieve more.
Our Vision is to be an iconic company that makes work more human, meaningful, and connected.
The Customer Success Team’s Mission is to support and enable our customers to successfully engage their team and prospects in a more personal and human way. We work to understand our customer’s business, proactively provide solutions to challenges, and ultimately help their business innovate and transform using Orum.
The Enterprise Customer Success Manager owns the customer lifecycle, beginning with customer onboarding, through adoption and enablement, and renewal achievement. Part mentor, project manager, consultant, and product specialist, Orum Customer Success Managers are passionate about helping customers improve their sales development efforts and be successful with Orum. This team will work closely with Sales to understand customers’ business objectives, design and execute a customer success plan to ensure customer objectives are truly met, and will help to identify ways we can deliver increased value through broader and more mature use of Orum.
Salary: The OTE range is $115,000 - $145,00 CAD. If you're selected, we'll make an offer within this range that matches the experience you're coming with. We respect your time and don't intend to waste it.
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Did you know? Research indicates men often apply for jobs if they meet just 60% of the criteria, but women and other underrepresented groups usually wait until they check every box. Let's change this pattern! If you see yourself fitting into this role, even without ticking all the boxes, we'd love to hear from you. At Orum, we value diverse perspectives and are excited to consider how your unique skills could contribute to our team's success.


  • Onboarding - Work with new Orum customers to provide onboarding, integration help, education, and documentation to drive long-term customer success & value. Strategically Configure, Test, Document, and educate both Orum and Customer resources on system design to ensure long-term success, you'll be a critical piece of our product development feedback loop.
  • Success Outcomes and Risk Management - Understand customer growth goals, strategies & initiatives, and establish a best-in-class product experience solution. Drive adoption of Orum's product features to maximize the value provided. Recommend best practice use case of Orum based on an understanding of the customer’s business, use cases, success criteria for getting value, and data. Identify & build relationships with key Executive Stakeholders within your portfolio. Remain up to date on Orum's product features and developments and use the cases to drive customers to best practice standards, and catalog as needed. Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status, and next steps on a regular cadence
  • Documentation - Produce internal best practices and customer user stories to strengthen the implementation process

Must Have

  • Candidates must be based in Canada. This position is not open to applicants in other countries.
  • 6+ years of Customer Success experience in B2B SaaS
  • 2+ years of experience managing large enterprise accounts
  • Must be comfortable working with VPs and other senior business leaders at large enterprises
  • Willing to travel 25-50% of the time for customer onsites
  • Must be comfortable with ambiguity, independent, detail-oriented, and can thrive in start-up environments, including a fast-paced, high-growth environment.
  • Familiar with Salesforce, Outreach, SalesLoft, and related sales techConsistent track record of delivering high renewal rates and meeting up-sell quota.
  • Strong passion for being hands-on technically and product savviness.
  • Experience collaborating with cross-functional teams within a customer organization to support a joint outcome.
  • BA/BS or Equivalent Experience

Nice To Have

  • Experience in Saas Customer Success or Sales Development / Sales is preferred.
✨ Flexibility to work anywhere in Canada
✨ Flexible Vacation Policy
✨ Orum Days Off (1st Friday of every month, Holiday Break at the end of the year, and many additional observed holidays)
✨ 100% coverage for employees and dependents for healthcare, dental, and vision insurance plans
✨ Parental leave
✨ Meaningful stock options in Orum
✨ $1k equipment reimbursement for work-related items that's yours to keep
✨ Company laptop
✨ Company retreats and meetups for all employees to connect in person
✨ Company ERG - Women Of Orum (WOO)
Orum Is An Equal Opportunity Employer
We're committed to continually adding to our diverse team that represents various backgrounds, perspectives, and skills. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or accommodation due to a disability, you may contact us at [email protected]. In short, we want you to join in on the ride if you're talented for one of our roles, with no other qualifiers.