Sr. Customer Success Manager

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We’re looking for a dynamic Sr. Customer Success Manager for the Enterprise segment to join our growing Success Team. Reporting to the Vice President of Customer Success and collaborating closely with sales, and the R&D team, you’ll support our customers throughout the post-sales customer journey, responsible for customer retention, growth support and advocacy.

About the role:

• Main contact for key customers, responsible for the orchestration or execution of customer success deliverables, customer experience, renewal, and growth.
• Ensure customers reach their business objectives related to the use of our services by proactively providing customers with change management, process and technology best practices.
• Develop and maintain stakeholder relationships with the customer’s IT and business leadership and decision-makers within customer organizations, from project team to senior/executive management.
• Develop and expand relationships with decision making stakeholders and project teams to understand and help deliver business value.
• Create and execute engagement plans to identify and mitigate risks to customer retention and growth.
• Drive a highly effective renewal process and ensure growth opportunities are identified and shared with the sales team.
• Be the internal voice of the customer, influencing product road map and how we operate.
• Be an integral part of how we grow and develop our Customer Success strategy. Identify opportunities for how we work to effectively and efficiently engage with customers and help build scalable and repeatable processes and programs.

Key skills:

• Consultative engagement skills with emphasis on problem solving and communication
• Change management and communication experience in driving systems business value and adoption
• Strong commercial skills and awareness
• AI-augmented productivity skills to deliver work efficiently but more importantly with high impact
• Internal cross team collaboration
• Relationship building across customers’ hierarchies and functions
• Thriving in an evolving scale-up environment, desire to be part of building and growing an AI company
• Working knowledge across countries and cultures is a strong benefit

Qualifications

• 5+ years of experience in Customer Success, Account Management, or similar client-facing roles within B2B SaaS
• Proven ability to drive customer retention, renewals, and expansion within enterprise accounts
• Strong stakeholder management skills, with experience engaging both technical teams and executive leadership
• Demonstrated consultative approach and commercial acumen, including identifying growth opportunities and mitigating churn risk
• Ability to commute 3x per week to the Flatiron office (Manhattan, NY)