Strategic Customer Success Manager

About the role

In this position, you will take on a role in ensuring the success of Enterpret's customers by leveraging our innovative agent platform. Your primary responsibility will be to drive meaningful business outcomes for clients, focusing on their success rather than mere satisfaction. You will be expected to own specific performance metrics and data-driven insights to enhance customer experiences. This role is designed for a proactive individual who is eager to build long-term partnerships and contribute to the growth of both customers and the company.

Key facts

What you'll do

• Take full ownership of customer success, ensuring that clients achieve their desired outcomes while using Enterpret's platform.
• Manage a defined portfolio of customers, focusing on driving revenue growth, reducing churn, and enhancing user activation.
• our agent platform to automate routine tasks, improving efficiency and allowing you to focus on strategic initiatives.
• Conduct regular portfolio reviews, prepare for renewals, and forecast upsell opportunities based on insights generated from our Knowledge Graph.
• Collaborate with customers to deploy custom agents that connect with their existing AI tools, enhancing their ability to feedback data.
• Transform customer feedback into compelling narratives for monthly and quarterly reviews, highlighting key themes and actionable insights.
• Advocate for customers within the organization, providing feedback to product and engineering teams to ensure the development of features that meet client needs.
• Continuously improve agent workflows and automation processes to enhance the customer experience and drive better outcomes.
• Engage directly with customers, fostering relationships that lead to long-term partnerships and increased satisfaction.
• Participate in onboarding new clients, ensuring they are set up for success from the beginning of their journey with Enterpret.
• Analyze customer data to identify trends and opportunities for improvement, proactively addressing potential issues before they escalate.
• Share best practices and success stories within the team to foster a culture of learning and continuous improvement.

Requirements

• Proven experience managing a revenue target, such as Net Revenue Retention (NRR), expansion, or renewal for an enterprise or Product-Led Growth (PLG) business.
• Familiarity with AI tools and a genuine enthusiasm for building automated workflows that enhance customer success.
• Strong analytical skills with the ability to interpret data and present it in a compelling manner to stakeholders.
• A proactive mindset with a strong sense of ownership and a desire to make a significant impact in a startup environment.
• Excellent communication skills, both written and verbal, with the ability to engage effectively with clients and internal teams.
• A willingness to learn and tackle challenging problems, demonstrating adaptability in a fast-paced setting.

Nice to have

• Experience in a customer success role within a technology or SaaS company.
• Familiarity with customer feedback platforms and data analysis tools.
• A background in building or managing automation processes or agent workflows.
• Strong storytelling abilities, particularly in translating complex data into actionable insights for executive-level discussions.
• Previous experience in a startup environment, particularly in roles that required a high degree of autonomy and initiative.

Skills & tools

• Proficient in using AI tools and platforms, with a focus on automation and data analysis.
• Familiarity with customer relationship management (CRM) systems and project management tools.
• Strong organizational skills and the ability to manage multiple priorities effectively.
• Excellent interpersonal skills, with a knack for building rapport and trust with clients and colleagues alike.

Practical notes

• This position offers a highly competitive salary, along with equity in an early-stage startup.
• Benefits include comprehensive medical, dental, and vision insurance, a 401(k) plan, and generous vacation policies.
• Maternity and paternity leave are also part of the benefits package, supporting work-life balance for all employees.
• Enterpret is committed to fostering an inclusive workplace and is an equal opportunity employer, ensuring fair treatment for all employees regardless of background.

If you are about customer success and eager to make a difference in a dynamic startup environment, we encourage you to apply. Please complete the application form, submit your resume, and share an example of your exceptional customer success experience, particularly any automation or agent solutions you have implemented that have led to measurable improvements.