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

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

Customer Success Manager

About the role

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