Customer Success Account Manager
Narratize is looking for a Customer Success Account Manager to join our team and play a critical role in driving customer retention and growth by managing enterprise client relationships, ensuring flawless execution of customer success activities, and supporting customer education and engagement.
Responsibilities will include:
- Project manage the complete customer lifecycle for enterprise accounts, from onboarding through expansion and renewal
- Lead day-to-day customer success operations, ensuring capture and completion of all customer commitments and action items
- Document all notes from customer calls and maintain comprehensive account charters (AI notetaking is prohibited with many enterprise clients)
- Coordinate with internal teams (Product, Engineering, Sales) to communicate deliverables, ownership, and deadlines
- Serve as a trusted advisor to enterprise customers, providing strategic guidance on maximizing value from the Narratize platform
- Create and deliver customer training materials, including decks, guides, videos, and in-app training
- Monitor and manage the support inbox, triaging requests and escalating concerns as appropriate
- Drive customer success metrics including adoption, engagement, and business value realization
- Maintain exceptional attention to detail across all customer touchpoints to build trust with every interaction
- Collaborate with the Head of Customer Success on client renewals and identifying expansion opportunities
- Stay current on industry trends in AI-powered product development
You’re a great fit if you:
- Have a bachelor’s degree or equivalent experience
- Bring 3-5+ years of experience in customer success, account management, or a similar client-facing role
- Have a proven track record managing enterprise B2B SaaS accounts
- Are experienced with customer success tools
- Are proficient with Google Workspace, CRM systems, and collaboration tools
- Possess strong project management skills with experience managing complex, multi-stakeholder initiatives
- Have the technical aptitude to understand and communicate product capabilities effectively
- Thrive in small teams where wearing multiple hats is essential
Nice to have:
- Experience or knowledge of R&D, new product development, and/or enterprise innovation team processes
Total Compensation
- Benefits package
- Flexible schedule and remote work
- Family-friendly policies
- Open paid time off
- Paid parental leave