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Posted: 10/14/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management, focusing on customer retention, product usage, and enterprise relationship management. Proficient in leveraging data insights and AI tools to enhance customer engagement and drive measurable business outcomes.
Highest-signal resume keywords
Customer Success ManagementEnterprise Account ManagementRenewal Process ManagementAI Tool UtilizationCRM Proficiency
About the role
Key responsibilities & impact- Own customer retention and drive sustained product usage across a portfolio of enterprise accounts
- Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research
- Own the customer journey from onboarding and adoption through renewal
- Grow platform usage and help customers establish consistent accessibility research practices
- Use product usage data and customer insights to identify churn risks and lead action plans
- Build and execute shared success plans with measurable usage goals, business outcomes, milestones, and clear ownership
- Own the renewal process and accountability for gross revenue retention and net revenue retention targets
- Build renewal business cases and identify expansion opportunities, partnering with Sales
- Prepare and manage renewal proposals and order forms with Legal, Security, Finance, and Sales
- Maintain renewal forecasts and lead commercial conversations
- Lead business reviews, demonstrate customer impact, and secure stakeholder commitments
- Develop customer advocates and identify opportunities for references and case studies
- Partner with Platform Support and Innovation teams to resolve issues and remove adoption barriers
- Coordinate with Sales, Product, Marketing, and Finance on account plans
- Translate customer feedback and renewal insights into product and roadmap input
- Improve Customer Success processes, playbooks, and engagement strategies
Requirements
What you’ll need- 4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role
- 3+ years of managing enterprise customer relationships
- Experience supporting renewals, commercial discussions, and cross-functional deal coordination
- Experience using or experimenting with AI for research, preparation, follow-ups, analysis, or workflow automation
- Demonstrated ability to adapt and evolve ways of working with AI tools to drive new approaches, improve processes, and increase day-to-day efficiency
- Experience working in a startup or scale-up environment
- Proficiency with CRM and CS platforms such as HubSpot
- Willing to learn about accessibility and follow inclusive design practices
- Ability to work within North American time zones
- Applicants based in the Greater Toronto areas
Benefits
Comp & perks- Stock options
- Career growth opportunities
- Professional development support
- Health and dental coverage
- Accessibility accommodations during the hiring process or employment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionProduct Usage AnalysisOnboarding and AdoptionChurn Risk IdentificationSuccess Plan ExecutionRenewal Proposal PreparationForecast ManagementStakeholder EngagementProcess ImprovementCross-Functional Coordination
Soft Skills
Relationship BuildingAdaptabilityCommunicationProblem SolvingCollaboration
Tools & Technologies
HubSpotCRM PlatformsCS PlatformsAI Tools
Industry Keywords
SaaSAccessibilityInclusive DesignStartup EnvironmentEnterprise Accounts