Job Description

Role Summary

We are seeking an Enterprise Customer Success Manager (CSM) to manage strategic enterprise accounts, drive customer adoption, and ensure long-term commercial success across deployed AI solutions.

You will work closely with customers, product teams, and engineering teams to ensure successful onboarding, strong platform adoption, and expansion of enterprise deployments.

Key Responsibilities

Enterprise Account Ownership

• Serve as the primary post-sale relationship owner for enterprise customers
• Build and maintain strong relationships with executive and operational stakeholders
• Lead regular account reviews, business reviews, and executive updates
• Act as the customer’s strategic advisor for platform adoption and deployment planning

Adoption & Value Realization

• Drive onboarding and rollout of customer deployments across departments and use cases
• Monitor customer usage, adoption metrics, and platform performance
• Develop success plans to ensure customers achieve measurable business outcomes
• Identify and remove adoption blockers in collaboration with internal teams

Commercial Growth & Expansion

• Identify expansion opportunities across new workflows, departments, and regions
• Partner with Sales teams to support upsell and cross-sell opportunities
• Support contract renewals by demonstrating customer value and ROI
• Track account health metrics and proactively manage renewal risks

Cross-Functional Coordination

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

Customer Advocacy & Experience

• Build customer advocacy through strong relationship management
• Identify case study, lighthouse, and reference customers
• Ensure high customer satisfaction and executive engagement

Impact

You will play a key role in ensuring enterprise customers successfully deploy and scale AI-driven conversational automation solutions, driving long-term adoption, commercial growth, and strategic customer partnerships.

Job Requirements

Required Qualifications

• 5+ years experience in enterprise account management, customer success, or SaaS account leadership
• Experience managing large enterprise customers or strategic accounts
• Strong understanding of enterprise software deployment and adoption processes
• Experience working cross-functionally with sales, product, and engineering teams
• Excellent stakeholder management and executive communication skills
• Strong analytical mindset with ability to track adoption and success metrics

Preferred Qualifications

• Experience managing AI, cloud, or enterprise SaaS platform customers
• Experience leading enterprise onboarding and rollout programs
• Familiarity with enterprise procurement and renewal processes
• Experience working with enterprise customers in telecom, banking, government, or large enterprises
• Experience driving multi-department or multi-region platform deployments

Skills