Strategic Customer Success Manager, Enterprise

A senior customer success role managing a portfolio of large enterprise accounts for an AI customer-experience platform. It focuses on renewals, executive relationships, risk mitigation, and expansion discovery, with 30–50% travel.

• Own assigned account portfolio as a business
• Lead executive business reviews and roadmap discussions
• Own the full renewal cycle and forecasting
• Identify churn risk and lead de-risk plans
• Document expansion signals and customer context
• Turn customer feedback into prioritized product business cases
• Represent strategic customer needs in roadmap discussions
• Use approved AI tools for account research and planning

• 10+ years in enterprise customer success or comparable post-sales role
• 5+ years managing complex enterprise customers
• Track record owning renewals and improving retention
• Strong executive presence with VP and C-suite stakeholders
• Strong commercial, analytical, and program-management judgment
• Technical fluency in integrations and architecture discussions
• Working knowledge of LLM-based and agentic AI systems
• Ability to travel 30–50%