Strategic Customer Success Manager, Enterprise

About the Company

The company is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.

Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!

About the Role

We are hiring a Strategic Customer Success Manager to lead the post-sale customer success strategy for a portfolio of the company’s most important enterprise customers. You will build and run the plan for each account, connecting the customer’s business priorities to a clear value roadmap, executive engagement plan, risk plan, renewal readiness, and path for growth.

You will own the customer success plan, account operating rhythm, customer health, ongoing executive sponsor relationships, and customer success roadmap from signature through renewal. You will work closely with Account Management to identify and initially size expansion opportunities for AM to qualify and pursue. Account Management owns commercial qualification, renewal and expansion sales, revenue forecasting, pricing, negotiation, and contracting through signature, while Delivery, Field Engineering, and Support own technical execution and issue resolution. Your role is to ensure each customer realizes measurable value, is ready to renew, and has a clear path to expand its relationship with the company.

Responsibilities

Strategic Account Leadership

• Lead the customer success strategy for each assigned account, with a clear operating plan for customer outcomes, adoption, executive alignment, risk mitigation, renewal readiness, and expansion discovery.

• Maintain the customer success plan and customer success roadmap, including success criteria, stakeholder map, executive sponsors, value milestones, adoption priorities, risks, renewal readiness, and growth areas.

• Know the customer health, value delivered, key stakeholders, risks, and expansion potential of every account in your portfolio. Maintain awareness of commercial health and renewal status through AM.

• Lead the internal and customer operating rhythm, including customer success planning, value reviews, risk reviews, executive engagement, renewal readiness reviews, and cross-functional coordination.

Executive Engagement, Value, and Risk Leadership

• Build trusted relationships with customer executives and senior business leaders, and lead conversations that connect the company’s performance to customer experience, operational efficiency, and business outcomes.

• Lead Quarterly and Executive Business Reviews and roadmap discussions, including value calculation and preparation, to show realized value, align on priorities, address risk, and define what needs to happen next. Engage Account Management for commercial decisions.

• Identify relationship, adoption, product, delivery, and renewal risks early; establish mitigation plans and align internal owners. Lead customer communication on adoption, value, relationship, and delivery issues, coordinating technical updates with the accountable teams and commercial messaging with AM.

Renewal Readiness and Customer Health

• Maintain renewal readiness throughout the relationship, with a documented readiness review at least 180 days before renewal covering realized value, stakeholder alignment, and customer success risks. Account Management owns the commercial renewal cycle, procurement, contracting, and the path to signature.

• Provide an accurate weekly customer health assessment to Account Management, with clear visibility into renewal intent, changes, risks, actions, and support required. Account Management owns the commercial renewal forecast.

• Lead renewal value reviews and alignment with customer success sponsors; partner with AM, who leads economic-buyer, budget, procurement, and commercial renewal discussions.

• Identify and escalate churn risks as early as possible, targeting more than 90 days before renewal, and act immediately on risks that emerge later. Lead a documented customer success de-risk plan, partnering with Account Management on the commercial outcome: renewal, extension, or churn.

Expansion Discovery and Account Management Partnership

• Identify and document expansion signals through executive priorities, customer feedback, new use cases, usage patterns, organizational change, and the customer success roadmap.

• Provide Account Management with the customer context needed to assess and develop an opportunity, including the customer problem, business value, stakeholders, timing, and strategic fit.

• Provide customer success context and sponsor alignment for AM-led commercial pursuits. Account Management owns expansion qualification, business case, pipeline, forecast, pricing, negotiation, contracting, and close. CS provides customer objectives and success criteria and routes commercial requests to AM.

Product Roadmap, Voice of Customer, and AI Leadership

• Turn customer feedback, recurring pain points, delivery friction, and market signals into clear, prioritized business cases for Product, including the renewal risk or expansion value connected to each request.

• Represent strategic customer needs in product roadmap discussions, then communicate approved product roadmap updates, capabilities, timing, and tradeoffs back to customers clearly and credibly.

• Bring a practical point of view on agentic AI, generative AI, and the changing enterprise customer experience landscape, helping customer executives understand where AI can create value and where it introduces risk.

• Use approved AI tools and a leading foundation-model assistant, such as ChatGPT, Claude, or Gemini, to improve account research, planning, analysis, follow-up, risk identification, and executive communication while protecting customer information and maintaining quality.

Requirements

• 10+ years of experience in enterprise Customer Success, Strategic Account Management, Management Consulting, or a comparable post-sales role in B2B SaaS or enterprise technology, including at least 5 years managing complex enterprise customers.

• Demonstrated success operating a focused portfolio of high-value accounts, including retention planning, renewal readiness, executive engagement, risk management, and expansion discovery.

• A track record of supporting successful renewals through customer value and readiness, improving retention, managing churn risk, and guiding customers from implementation through adoption, value realization, executive governance, and renewal.

• Strong executive presence and the ability to build trusted relationships with VP and C-suite stakeholders, lead high-stakes business conversations, and communicate difficult news clearly.

• Strong business, analytical, and cross-functional judgment. You can turn customer, product, usage, support, and financial signals into a clear plan with owners, actions, dates, and measurable outcomes.

• Technical fluency sufficient to understand integrations, architecture discussions, delivery constraints, and their business impact. You are not expected to be the solution architect.

• Working knowledge of LLM-based and agentic AI systems, including prompting, knowledge grounding, tool use, evaluation, guardrails, common failure modes, and responsible enterprise deployment.

• Demonstrated daily use of AI tools to improve personal productivity and operating leverage while maintaining quality, confidentiality, and professional judgment.

• Experience with CCaaS and agent desktop ecosystems, such as Salesforce, Zendesk, LivePerson, and Amazon Connect, as well as customer success tools, is preferred.

• Ability to travel 30-50% for key customer, executive, and internal meetings.

In order to ensure a fair and equitable recruitment process, the company requests that all applicants refrain from using any artificial intelligence language model to generate application responses and/or content. Any application found to have been a product of using such tools may be excluded from consideration.

Disclaimer: For all United States-based applicants, please note that the company participates in E-Verify for the purpose of work authorization. More information on E-Verify can be found here and here.

The company is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.