Customer Success Account Manager

We are looking for a Customer Success Account Manager to play a critical role in driving customer retention and growth by managing enterprise client relationships and ensuring flawless execution of customer success activities.

Responsibilities

• Project manage the complete customer lifecycle for enterprise accounts, from onboarding through expansion and renewal
• Lead day-to-day customer success operations, ensuring 100% capture and completion of all customer commitments and action items
• Document all notes from customer calls and maintain comprehensive account charters (AI notetaking is prohibited with many enterprise clients)
• Coordinate with internal teams (Product, Engineering, Sales) to clearly communicate deliverables, ownership, and deadlines
• Serve as a trusted advisor to enterprise customers, providing strategic guidance on how to maximize value from the platform
• Create and deliver customer training materials, including decks, guides, videos, and in-app training
• Monitor and manage the support inbox, triaging requests and escalating concerns as appropriate
• Drive customer success metrics including adoption, engagement, and business value realization
• Maintain exceptional attention to detail across all customer touchpoints to build trust with every interaction
• Collaborate with leadership on client renewals and identifying expansion opportunities
• Stay current on industry trends in AI-powered product development

Qualifications

• Have a bachelor’s degree or equivalent experience
• Bring 3-5+ years of experience in customer success, account management, or a similar client-facing role
• Have a proven track record managing enterprise B2B SaaS accounts
• Are experienced with customer success tools
• Are proficient with Google Workspace, CRM systems, and collaboration tools
• Possess strong project management skills with experience managing complex, multi-stakeholder initiatives
• Have the technical aptitude to understand and communicate product capabilities effectively
• Thrive in small teams where wearing multiple hats is essential
• Bonus: Have experience or knowledge of R&D, new product development, and/or enterprise innovation team processes