Enterprise Customer Success Manager

The role

You will partner with senior enterprise stakeholders to ensure successful adoption of an AI-powered growth intelligence platform. You will shape customer strategy, align technical implementation with business goals, and drive Net Revenue Retention.

What you will do

• Own and expand relationships with VP and C-level stakeholders
• Act as a strategic advisor to align platform capabilities to use cases
• Serve as a technical translator between clients and internal teams
• Lead customer engagements from onboarding through expansion
• Orchestrate success plans, roadmaps, and outcomes
• Drive NRR, adoption, usage, and strategic expansion
• Co-develop client growth strategies with Sales, Delivery, Product, and FDE teams
• Help clients unlock new applications and workflows using the neuro-symbolic reasoning engine
• Guide teams through use case discovery, platform integrations, and decision-making frameworks
• Generate customer success stories, co-marketing opportunities, and references

Required qualifications

• 5–10 years of experience in Customer Success, Strategic Consulting, or Technical Account Management within high-growth B2B SaaS, AI, or analytics companies
• Proven experience managing $1M+ enterprise ARR accounts with VP and C-level stakeholder visibility
• Strong technical acumen working across product architectures, data pipelines, APIs, dashboards, and AI models
• Executive presence, outstanding communication, and ability to drive boardroom-level conversations
• Demonstrated success in increasing NRR by leading value-based adoption, identifying whitespace opportunities, and influencing renewal/expansion strategies
• Excellent project management and cross-functional coordination skills

Nice to have

• Prior experience with AI/ML, analytics platforms, or complex SaaS workflows
• Experience in growth strategy, market intelligence, corporate development, or management consulting
• Exposure to or experience within enterprise domains like Consumer Health, CPG, Industrials, or Insurance
• Technical education or certifications in data science, computer science, analytics, or AI

Benefits

• Competitive compensation and equity
• 100% Company Paid Health, Dental, and Vision Insurance
• 401K Matching
• Pet-friendly office

About the company

Growth Protocol is an Enterprise Reasoning Platform headquartered in New York. The platform helps enterprises turn strategy into action by combining a neuro-symbolic reasoning core, seamless data activation, and agentic workflows.