Account Manager, Enterprise

The Opportunity

What You'll Do

• Provide onboarding, training, and enablement resources to ensure customers maximize platform capabilities
• Act as the main point of contact for customers, addressing their needs and providing solutions. Establish strong relationships with customers, understanding their business goals and challenges. Own the end-to-end operational customer lifecycle from onboarding through renewal, serving as the primary point of contact for value creation and adoption
• Promote customer satisfaction and loyalty by advocating for their needs within the company. Encourage customers to become advocates for the company. 
• Maintain deep product knowledge of the company’s conversational and generative AI platform; act as a subject matter expert for customers on AI capabilities, best practices, and industry benchmarks
• Provide training and educational resources to customers to ensure they get the most out of the product or service. 
• Ensure reporting deliverables (application metrics, business case performance, ROI summaries) are accurate, timely, and aligned to client expectations. Track and report on value realization and ROI for assigned accounts: maintain business case documentation, measure time-to-value for new deployments and feature activations, and present ROI outcomes to customers and internal stakeholders
• Monitor customer health scores (NPS, CSAT, product adoption, containment rates) and proactively intervene on at-risk accounts
• Gather feedback from customers and communicate it to relevant internal teams for continuous improvement. Act as the internal voice of the customer: gather feedback, log product enhancement requests, and communicate customer insights to Product and Engineering
• Work on customer retention by ensuring renewals and identifying opportunities for upselling or cross-selling additional products or services. 
• Develop and maintain customer success plans grounded in each client’s business objectives, KPIs, and conversational AI deployment goals. Conduct regular cadence calls and Quarterly Business Reviews (QBRs), presenting performance data, platform health metrics, and forward roadmap alignment. Track and analyze customer success metrics such as Net Promoter Score (NPS), customer satisfaction (CSAT), and customer health to measure and improve overall customer happiness. 
• Manage and resolve complex escalations with a high degree of organization, urgency, and professionalism. Liaise between client, engagement teams, and technical/software teams; manage Jira tickets and bug resolution workflows as needed
• Collaboration with Cross-functional Teams including sales, marketing, product development, and support teams to ensure a cohesive customer experience. 

What You'll Bring

• 8 + years of experience in customer success, account management, project management or a related customer-facing role with a Bachelor's degree in computer science, business, marketing, communications, or a related field is preferred. 
• Proficiency in using CRM tools, such as Salesforce, Atlassian Suite, Product Board or others, is required for tracking customer interactions, managing accounts, and analyzing data. 
• Familiarity with SaaS, Conversational and Generative AI is preferred. Understanding the market, competitors, and industry trends allows the AM to better serve and advise customers. 
• Excellent communication skills, both written and verbal, are crucial. AMs need to effectively convey information, listen to customer needs, and articulate solutions clearly. 
• A keen sense of empathy and the ability to put oneself in the customer's shoes is essential. 
• The ability to analyze customer data, interpret trends, and draw insights is important for identifying areas for improvement and developing strategies for customer success. 
• Strong project management skills help AMs coordinate and execute customer success initiatives, ensuring they are completed on time and within scope. 
• AMs will need a solid understanding of various technologies including cloud computing, integrations, API familiarity, and automation tools. Technical proficiency helps in troubleshooting issues and providing effective support. 
• AMs should be adept at identifying and resolving customer issues. The ability to think critically and find creative solutions is valuable.

Workplace & Compensation