Enterprise Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Cultivate and enhance relationships with VP and C-level stakeholders across Strategy, Innovation, Market Intelligence, and Digital Transformation teams. Serve as a strategic advisor who comprehends intricate business objectives and aligns Growth Protocol's offerings with high-impact use cases.

• Acquire an in-depth understanding of Growth Protocol's technical capabilities and act as the technical intermediary between client stakeholders and our internal product, engineering, and delivery teams.

• Spearhead customer engagements from onboarding to expansion by orchestrating success plans, roadmaps, and outcomes that connect platform adoption to measurable ROI. Responsible for NRR, adoption, usage, and strategic growth within your accounts.

• Function as the liaison between Sales, Delivery, Product, and FDE teams—jointly developing client growth strategies, identifying platform gaps, and promoting product evolution through customer feedback.

• Assist clients in discovering new applications and workflows utilizing Growth Protocol's proprietary neuro-symbolic reasoning engine. Lead teams through use case exploration, platform integrations, and decision-making frameworks.

• Proactively create customer success stories, co-marketing opportunities, and references in collaboration with sales and marketing.

⛳️ Requirements

• 5–10 years of experience in Customer Success, Strategic Consulting, or Technical Account Management in high-growth B2B SaaS, AI, or analytics firms.

• Demonstrated experience managing $1M+ enterprise ARR accounts with visibility to VP and C-level stakeholders.

• Strong technical expertise—comfortable navigating product architectures, data pipelines, APIs, dashboards, and AI models. Previous experience with AI/ML, analytics platforms, or complex SaaS workflows is highly desirable.

• Executive presence, exceptional communication skills, and the capability to confidently lead boardroom-level discussions.

• Proven track record in enhancing NRR by spearheading value-driven adoption, pinpointing whitespace opportunities, and influencing renewal and expansion strategies.

• Outstanding project management and cross-functional coordination abilities; adept at navigating complexity and ambiguity while aligning internal teams to achieve customer outcomes.

🏝️ Benefits

• Competitive compensation and equity in a rapidly growing company

• 100% Company Paid Health, Dental, and Vision Insurance

• 401K Matching

• Hybrid Work Schedule in NYC, or Remote

• Pet-friendly office