Customer Success Manager - Enterprise

• This isn't a support seat or a relationship-only role. You'll help customers turn AI Search data into decisions, and you'll help build the playbooks, reporting and operating rhythms the team runs on as we scale.
• You don't need to know our platform on day one. We'll teach the product. We're hiring for ownership, judgment and the ability to build.
• Own a book of agencies and enterprise accounts end to end: onboarding, adoption, renewal and expansion.
• Get new customers to a first meaningful result fast, with prompt sets, competitor tracking and a clear visibility baseline in place.
• Lead business reviews that connect AI Search visibility, sentiment and AI referral traffic to what the customer is trying to achieve.
• Look underneath healthy-looking signals, spot risk early and bring the customer a plan before it shows up at renewal.
• Find and drive expansion: more prompt volume and capacity, brands, markets, teams and agency clients.
• Build relationships beyond a single champion, up to VP and CMO level, across enterprise buying groups and agency client teams.
• Turn one-off fixes into playbooks, templates and reporting the whole team uses.
• Bring the voice of the customer to Product, Engineering and Marketing with specific, evidence-backed feedback.
• Keep account records current enough that another CSM could step in and know what to do.
• Owner mindset. You treat your accounts like your own business. You look at the data and come to customers with a recommendation, not a status update, and you raise risk before anyone asks.
• Self-directed builder. You don't wait for a playbook to exist. When you solve a problem for one customer, you build the thing that solves it for the next twenty.
• Executive presence. You can hold your own with a VP or CMO, push back when needed and still be trusted the next day.
• Growth-driven. You spot revenue opportunities in your book and go after them. You grow accounts by growing the customer's results, so expansion feels like the obvious next step, not a sales pitch.
• Just as important, you care about your customers' success and hold a clear bar for quality in your own work. You get fluent in the platform fast and use its data to tell customers something they didn't know.
• 3-4 years in Customer Success, account management or client services at a B2B SaaS company or agency.
• A track record of owning renewals and driving expansion against a number, ideally including enterprise accounts.
• Clear, concise writing, from a two-line recap to a full account plan.
• Comfort with data: you can pull the story out of a dashboard and explain it simply.
• Agency experience, especially in SEO, content or performance marketing.
• Hands-on familiarity with SEO or AI Search, Google Analytics or Google Search Console
• Early-stage startup experience where you build processes from scratch.
• What you can expect from us

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