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CSM - Customer Success Manager

Naboo is hiring!

About

Naboo’s corporate event concierge service enables the booking of venues, catering, transportation, team-building activities for everything from business meals to seminars to large-scale annual retreats.

The platform utilises AI in the back-end to automate any administrative and/or low value-added tasks through Tech and AI automation. It received its second funding round in 2023.

The event organisation space is ripe for disruption. Despite corporations increasing their event budgets, the sector remains anchored in outdated concierge models and software that hasn't evolved in decades.

Naboo is redefining this landscape by introducing automation that streamlines event planning while elevating the experience for organisers and attendees alike. By prioritising financial transparency and compliance, Naboo is not just making event management easier—it's setting a new standard for the industry.

There's been an explosion of team-building activities and in-person events due to the rise of remote work. It's all about fostering social interaction, creating a feeling of belonging, which engenders employee loyalty and commitment!

Job Description

Naboo is looking for a strategic and data-driven Customer Success Manager to spearhead the deployment and growth of our Enterprise accounts.

You will be the bridge between technology and our clients’ strategic goals, ensuring that Naboo becomes an indispensable part of their corporate infrastructure.

🎯 Mission & Objectives

Your North Star ⭐️ is to guarantee the rapid and sustainable deployment of Naboo within Enterprise accounts post-signature. Your success is measured by the Wallet Share: the actual revenue generated vs. the client's total potential.

Secondary KPIs:

  • Customer Satisfaction: Maintaining a high Net Promoter Score (NPS).

  • Value Creation: Maximizing client savings and ensuring platform compliance.

  • Growth: Increasing the number of active users and generating new GBV.

🛠 Key Responsibilities

1. Software & Data Management

  • Platform Integration: Set up and maintain Enterprise portals (Control Tower) during new contract launches in coordination with Procurement departments.

  • CRM Integrity: Ensure HubSpot is meticulously updated (billing entities, account hierarchy, etc.).

  • Data Analytics: Coordinate the delivery of monthly performance reports and custom KPIs to clients.

  • Technical Liaison: Collaborate with BI for deployment stats and the Tech team for cybersecurity topics.

  • Product Optimization: Analyze and optimize Back-Office features to improve the user experience.

2. Strategic Onboarding

  • High-Level Support: Guide Procurement Directors in mastering their Control Tower.

  • International Coordination: Sync with international stakeholders for multi-country contract rollouts.

  • User Engagement: Lead demo sessions for end-users and perform comprehensive account mapping.

3. Deployment & Coordination

  • Account Activation: Organize webinars, office visits, and educational tours in collaboration with Account Managers.

  • Global Scaling: Coordinate multi-country deployments with local buyers.

  • Cross-Functional Projects: Partner with Marketing and CSR teams to enrich contact lists and implement CSR-driven account actions.

Preferred Experience

Experience & Education:

  • Minimum 2 years of experience in Customer Success, Account Management, or SaaS deployment.

  • Proven track record managing Enterprise accounts in complex, multi-stakeholder environments.

  • Language Skills: Bilingual in English and French is a plus.

Core Competencies:

  • Strong analytical mindset: Comfortable with data, KPIs, and CRM tools.

  • Deep understanding of Procurement, Finance, and Performance challenges.

  • Exceptional organizational skills: Ability to structure and pilot large-scale deployments.

  • Top-tier communication skills (both written and verbal).

Soft Skills:

  • Strategic Partner: You don't just provide support; you act as a consultant to your clients.

  • Pedagogy: You excel at teaching and inspiring diverse user groups.

  • Proactivity: You anticipate roadblocks and propose solutions before they become issues.

🎁 Perks & Benefits

  • Commuting: Reimbursement of a part of the transportation passes.

  • Health: Canada Life insurance (100% covered by Naboo).

  • Wellness: Preferential rates for Classpass.

Recruitment Process

Step 1 : Introductory Interview: With Eugénie, CSM Team Lead.

Step 2 : Case Study: To demonstrate your analytical and strategic skills.

Step 3 : Speed Dating: Meet 4 to 5 members of the Naboo team.

Step 4 : Final Interview: With Véronique, Enterprise Director.

Additional Information

  • Contract Type: Full-Time
  • Start Date: 15 June 2026
  • Location: Montréal
  • Occasional remote authorized
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