Strategic Customer Success Manager

Confidential | AI Startup (Series A, Venture Funded) | New York (Hybrid)

We are a New York- and London-based Series A artificial intelligence startup with $25m in funding from San Francisco and Palo Alto venture capital funds. We have raised $25m to date, partner with some of the world’s largest and most complex enterprises (Fortune 500 and equivalent), and are currently growing our team from approximately 30 to 60 employees.

LOCATION

Hybrid: NYC based, with flexible, fluid work options that support in-person collaboration where it makes sense.

We’re committed to building a diverse team and welcome people from all backgrounds to apply. If you’re excited about this role and our mission but aren’t sure you meet every qualification, reach out anyway. You may be just the right candidate.

THE ROLE

Post a successful Series A raise, now is the time for aggressive growth. We’re looking for a highly motivated and experienced Strategic Customer Success Manager to help build and retain strong relationships with our Large Enterprise clients. In this role, you will be responsible for ensuring the success and satisfaction of our Enterprise customers by building strong relationships, driving adoption, and identifying opportunities for growth. This presents a fantastic opportunity to play an integral role in building out the CS function from an early stage and accelerate your development as a key leader as we continue to grow.

What You'll Do:

• Own and nurture strategic customer relationships, ensuring success and long-term value.
• Guide customers through key lifecycle stages, optimizing their experience from onboarding to renewal and expansion.
• Develop and execute strategic success plans, lead quarterly and executive business reviews with key stakeholders to demonstrate value, gather insights, and help customers achieve their goals.
• Identify and drive expansion opportunities, and collaborate with Account Growth to grow accounts based on customer needs.
• Collaborate closely with Product, Marketing, and Solutions teams to ensure a seamless customer experience and align strategies with customer needs.
• Partner with customers to analyze key performance indicators (KPIs), identify trends, and leverage data-driven insights to drive strategic business decisions.
• Advocate for the customer voice internally, influencing product development and fostering a customer-centric culture.

EXPERIENCE:

You might be a good fit if you have:

• 5+ years’ experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting (MBB or equivalent).
• Experience managing enterprise or strategic accounts with complex stakeholder ecosystems.
• Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts.
• Exceptional presentation, written, and verbal communication skills, with the ability to engage both technical and non-technical audiences.
• Comfortable navigating C-level conversations and facilitating high-impact meetings.
• Strong commercial acumen; able to identify value drivers and influence buying behaviour.
• Strong multitasking and prioritization skills, with the ability to assess and respond to situational urgency effectively.
• Willingness to travel quarterly for customer engagements.
• Experience with SaaS, particularly B2B or vertical software, is a plus.
• Familiarity with tools like HubSpot, Gainsight, or similar CS platforms.
• Research interests and academic credentials are a major advantage.