Narratize is seeking a Customer Success Account Manager to drive customer retention and growth by managing enterprise client relationships, ensuring flawless execution of customer success activities, and delivering exceptional service throughout the customer lifecycle.

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 all customer commitments and action items are captured and completed
• Document 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 needed
• Drive customer success metrics including adoption, engagement, and business value realization
• Maintain exceptional attention to detail across all customer touchpoints to build trust
• 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:

• Are passionate about customer success and helping clients thrive
• Are a strategic thinker who connects product capabilities to business outcomes
• Are exceptionally detail-oriented and ensure nothing falls through the cracks
• Are a proactive problem-solver who anticipates customer needs
• Communicate with executive presence, both written and verbal
• Build strong relationships and have high social-emotional intelligence
• Are comfortable managing multiple enterprise accounts simultaneously
• Can influence and guide C-level stakeholders
• Are a self-starter who thrives in ambiguity and creates structure from scratch
• Are curious and eager to understand customer needs and challenges
• Are an accountable team player who consistently delivers on commitments
• Thrive in a fast-paced, dynamic startup environment

Requirements:

• Bachelor’s degree or equivalent experience
• 3-5+ years of experience in customer success, account management, or similar client-facing role
• Proven track record managing enterprise B2B SaaS accounts
• Experience with customer success tools
• Proficiency with Google Workspace, CRM systems, and collaboration tools
• Strong project management skills with experience managing complex, multi-stakeholder initiatives
• Technical aptitude to understand and communicate product capabilities
• Experience working in small teams and wearing multiple hats
• 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