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.
Key Responsibilities
- 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
