Enterprise Customer Success Manager

We’re partnered with a high-growth AI and analytics SaaS company seeking a strategic, technically astute Enterprise Customer Success Manager to own and expand relationships with large enterprise customers. This is a true strategic partner role, not support focused, requiring executive presence, technical depth, and strong commercial ownership.

What You’ll Be Doing

Executive Engagement

• Own and expand relationships with VP- and C-level stakeholders across Strategy, Innovation, Market Intelligence, and Digital Transformation teams.

• Act as a trusted advisor, aligning platform capabilities to high-impact business initiatives and measurable outcomes.

Strategic Account Leadership

• Lead enterprise accounts from onboarding through renewal and expansion.

• Build and execute success plans, roadmaps, and outcome-driven engagement models tied to adoption, ROI, and Net Revenue Retention (NRR).

• Identify whitespace and expansion opportunities while influencing renewal strategy.

Technical Partnership

• Develop deep product knowledge and serve as the technical translator between customer stakeholders and internal product, engineering, and delivery teams.

• Support platform integrations, data workflows, dashboards, APIs, and advanced SaaS use cases.

Cross-functional Collaboration

• Partner closely with Sales, Product, Engineering, and Delivery teams to co-own customer strategy.

• Surface product gaps, deliver structured customer feedback, and contribute to product evolution.

Insight-Led Growth

• Guide customers through use case discovery and new workflow adoption using advanced analytics and AI-driven insights.

• Help customers unlock additional value from the platform through strategic application of data and technology.

Customer Advocacy

• Develop referenceable customers, success stories, and co-marketing opportunities in partnership with sales and marketing teams.

What We’re Looking For

• 5–10+ years of experience in Customer Success, Technical Account Management, or Strategic Consulting within B2B SaaS, AI, analytics, or data platforms.

• Proven ownership of $1M+ enterprise ARR accounts with senior stakeholder visibility.

• Strong technical acumen, comfortable discussing data architectures, integrations, APIs, dashboards, and complex SaaS workflows.

• Executive presence with the ability to lead boardroom-level conversations and influence decision-makers.

• Demonstrated success driving NRR, renewals, and expansion through value-based adoption strategies.

• Excellent cross-functional coordination and project management skills in fast-moving environments.

Nice to Have

• Background in growth strategy, market intelligence, consulting, or digital transformation.

• Experience supporting enterprise customers in Consumer Brands, CPG, Retail, Industrials, or Insurance.

• Technical education or certifications in computer science, data, analytics, or AI.