Manage approximately 30 enterprise SaaS customers through adoption, retention, renewals, and expansion. Serve as a trusted advisor, conduct QBRs and EBRs, monitor customer health, demonstrate ROI, and drive account growth. Troubleshoot technical issues using APIs, logs, integrations, and workflows while collaborating with Product, Support, Engineering, Data, and AI teams. Develop account strategies, prevent churn, and manage revenue retention and growth targets.
Our client is a fast-growing AI infrastructure company that provides a real-time web search platform for enterprise businesses and AI systems. We are looking for a Strategic Customer Success Manager to manage and grow enterprise customer relationships in the United States.
This is a strategic, customer-facing post-sales role focused on adoption, retention, renewals and revenue expansion. You will act as a trusted advisor to enterprise customers, ensure they achieve measurable business value, and identify opportunities to expand accounts. You will manage a portfolio of about 30 enterprise customers (roughly $3M to $4M combined) and work closely with Product, Support and Engineering.
Set-up: On-site, 5 days a week, in the San Francisco Bay Area.
Compensation: $180,000 to $230,000 OTE (approximately 70% base, 30% variable, with some flexibility on a higher base), depending on experience and qualifications.
- Manage and grow a portfolio of about 30 enterprise customers (about $3M to $4M combined)
- Own customer relationships across the post-sales lifecycle: adoption, retention, renewals and expansion
- Act as a trusted advisor to enterprise customers and deliver measurable business value
- Troubleshoot technical issues hands-on using APIs, logs, integrations and workflows
- Manage relationships with technical and business stakeholders, including Engineering, Data, AI, Product and BI teams, and senior or C-level executives
- Run Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) covering business impact, ROI, adoption metrics and strategic recommendations
- Monitor customer health, identify risks and prevent churn
- Drive account expansion, upsell and cross-sell, and own retention and growth targets
- Build business cases and demonstrate measurable ROI
- Develop long-term account strategies
- Work with Product, Support and Engineering to resolve technical challenges and improve adoption
- Communicate customer feedback internally
Requirements
- Minimum 6 years of customer-facing experience in SaaS companies in Customer Success, Account Management or similar post-sales roles
- At least 3 years managing enterprise customers
- Experience in a high-growth startup or scale-up environment
- Proven ownership of customer relationships through adoption, retention, renewals and expansion
- Experience managing a portfolio of enterprise accounts and driving measurable customer outcomes
- Hands-on experience working with APIs using Postman or a similar tool
- Personally performed technical troubleshooting using APIs, logs, integrations and workflows
- Ability to understand technical workflows and work effectively with Engineering, Data, AI and Product teams
- Strong technical aptitude and ability to quickly learn complex products and become a subject matter expert
- Experience managing complex enterprise accounts with multiple technical and business stakeholders
- Ability to build relationships with senior stakeholders, including C-level executives
- Experience conducting QBRs and EBRs
- Ability to proactively monitor customer health and develop retention strategies
- Experience building business cases and demonstrating ROI
- Proven ability to drive expansion, renewals, upselling and cross-selling in enterprise accounts
- Experience owning revenue retention and growth targets across a portfolio
- Strong commercial mindset
- Ability to develop long-term account strategies and identify risks and expansion opportunities
- Experience in B2B SaaS, ideally with highly technical products
- Background in AI/ML, data platforms, analytics, API platforms, developer tools, web technologies or cloud infrastructure (preferred)
- Experience with technical customers and products involving data, engineering, AI or complex integrations (preferred)
- Able to work on-site 5 days a week in the San Francisco Bay Area
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