Founding Customer Success Manager

Terminal
Toronto
Workplace: OnsiteFull timeCAD 135,000 - 165,000 annuallyFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Stakeholder management","Executive communication","Operational ownership","Cross-functional alignment","Risk management"]

Own customer activation and time-to-value for Terminal’s enterprise accounts, driving the path from signed contract to production certification and scaled adoption. Build and maintain a measurable success-plan system and quarterly business review (QBR) narrative, manage risk and stakeholder alignment across product, data, security, and finance, and co-author the founding CSM playbook in your first 90 days to enable repeatability for future hires.

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FursaFursa
Terminal
Terminal
1 month ago

Founding Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own customer activation and time-to-value for Terminal’s enterprise accounts, driving the path from signed contract to production certification and scaled adoption. Build and maintain a measurable success-plan system and quarterly business review (QBR) narrative, manage risk and stakeholder alignment across product, data, security, and finance, and co-author the founding CSM playbook in your first 90 days to enable repeatability for future hires.
Location: Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Drive time-to-value from contract signature to production certification as the leading indicator of expansion vs. churn.
  • •Lead activation at scale by moving accounts from go-live to deriving real value and building a repeatable activation motion.
  • •Draft and maintain measurable success plans and the QBR system, including adoption baselines/targets signed by the customer.
  • •Maintain an adoption and risk register and own stakeholder alignment across product, data, security, and finance.
  • •Co-author the founding CSM playbook (success-plan template, QBR framework, and activation playbook) and feed friction back to R&D to improve activation over time.
Travel: Medium travel

Pay and Benefits

Salary: CAD 135,000 - 165,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalPaid LeaveLearning Budget

Key Requirements

  • •Have owned enterprise customer success at a technical product company (e.g., data infrastructure or developer platforms) with retention and activation outcomes you drove (e.g., NDR, activation metrics, 90-day adoption).
  • •Manage multi-stakeholder alignment within Fortune 500 accounts across product, data, security, and finance, understanding how security delays can impact go-live.
  • •Understand data pipelines well enough to diagnose broken flows and explain why they matter to executive stakeholders without causing panic.
  • •Communicate clearly and directly with executives, creating QBR narratives focused on adoption rather than status-only updates.
  • •Demonstrate high-urgency operational ownership: setting cadence, holding counterparts accountable, and driving customers to go-live and activation at scale.
Experience:6+ years
Skills:Stakeholder managementExecutive communicationOperational ownershipCross-functional alignmentRisk management
Tech Stack:Notion

Eligibility

Nationality:US National
Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Terminal
Provides a developer-focused platform that provisions cloud-based ephemeral workstations and environments to improve remote engineering productivity, security, and onboarding by delivering configurable, reproducible dev environments accessible from the browser or local tools.
Industry: Developer Tools
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