Job Description

About the Role
We are building a multi-tenant AI Contact Center (AICC) platform that enables enterprises to deploy conversational AI across voice, messaging, and digital channels. We’re hiring an Enterprise Customer Success Manager (CSM) to own strategic enterprise accounts post-sale, drive onboarding and adoption, and ensure long-term commercial success across deployed AI solutions.

You will work closely with customer stakeholders, and partner internally with Product, Engineering, and Delivery to ensure successful deployments and expansion of enterprise usage.

Key Responsibilities

Enterprise Account Ownership

• Own the post-sale relationship for enterprise customers as the primary point of contact.
• Build and maintain trusted relationships with executive and operational stakeholders.
• Lead regular account reviews (QBRs/MBRs), business updates, and executive check-ins.
• Act as a strategic advisor on adoption plans, deployment sequencing, and best practices.
   

Adoption & Value Realization

• Drive onboarding and rollout across departments, channels, and use cases.
• Track adoption metrics, usage patterns, and platform performance to ensure success.
• Build and execute customer success plans tied to measurable outcomes and KPIs.
• Identify adoption blockers early and coordinate internal teams to resolve them.
   

Commercial Growth & Expansion

• Identify expansion opportunities across workflows, departments, and regions.
• Partner with Sales to support upsell/cross-sell opportunities with clear value cases.
• Support renewals by demonstrating ROI, outcomes delivered, and platform value.
• Maintain account health dashboards; proactively manage churn/renewal risk.
   

Cross-Functional Coordination

• Coordinate closely with Product, Engineering, and Delivery to ensure smooth implementations.
• Represent customer feedback internally to influence product improvements and priorities.
• Support deployment planning and customer change management initiatives.
   

Customer Advocacy & Experience

• Build advocacy through excellent delivery, trust, and stakeholder management.
• Identify lighthouse accounts for case studies and reference calls.
• Maintain high customer satisfaction and strong executive engagement

Job Requirements

Must-Have

• 5+ years in enterprise customer success, account management, or SaaS account leadership.
• Proven experience managing large enterprise customers / strategic accounts.
• Strong understanding of enterprise deployment, onboarding, and adoption processes.
• Strong stakeholder management skills across executive + operational layers.
• Ability to work cross-functionally with Sales, Product, and Engineering teams.
• Analytical approach to tracking usage, adoption, and success metrics; comfortable with dashboards and reporting.
• Excellent communication skills (executive updates, business reviews, escalation handling).
  

Nice-to-Have

• Experience in AI platforms, cloud products, or enterprise SaaS.
• Experience running structured onboarding and rollout programs (multi-department / multi-region).
• Familiarity with enterprise procurement, renewal, and contract processes.
• Industry exposure to telecom, banking, government, or other large enterprises.
• Experience driving expansion revenue and adoption across multiple use cases.

 Education

• Degree in Business, Communications, Engineering, or equivalent practical experience.

Traits

• Customer-first mindset with strong commercial judgement.
• Structured, proactive, and comfortable owning outcomes end-to-end.
• Calm under pressure; strong problem-solving and escalation management.

Skills