Enterprise Customer Success Manager

About the role

We are seeking a highly experienced, strategic, and technically astute Enterprise Customer Success Manager who can partner directly with senior enterprise stakeholders, including C-suite executives, to ensure the successful adoption and business impact of Growth Protocol's AI-powered growth intelligence platform.

You will play a pivotal role in shaping customer strategy, aligning technical implementation with executive-level business goals, and driving Net Revenue Retention (NRR). This is not a support role, this is a strategic partner role requiring technical depth, executive presence, and commercial acumen.

Objectives of the Role

• Own and expand relationships with VP and C-level stakeholders across Strategy, Innovation, Market Intelligence, and Digital Transformation teams. Act as a strategic advisor capable of understanding complex business objectives and aligning Growth Protocol's capabilities to high-impact use cases.
• Develop a deep understanding of Growth Protocol's technical capabilities and serve as the technical translator between client stakeholders and our internal product, engineering, and delivery teams.
• Lead customer engagements from onboarding through expansion by orchestrating success plans, roadmaps, and outcomes that align platform adoption to measurable ROI. Accountable for NRR, adoption, usage, and strategic expansion within your accounts.
• Serve as the connective tissue between Sales, Delivery, Product, and FDE teams-co-developing client growth strategies, surfacing platform gaps, and driving product evolution via customer feedback.
• Help clients unlock new applications and workflows using Growth Protocol's proprietary neuro-symbolic reasoning engine. Guide teams through use case discovery, platform integrations, and decision-making frameworks.
• Proactively generate customer success stories, co-marketing opportunities, and references in partnership with sales and marketing.

What Are We Looking for

• 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-comfortable working across product architectures, data pipelines, APIs, dashboards, and AI models. Prior experience with AI/ML, analytics platforms, or complex SaaS workflows is highly preferred.
• Executive presence, outstanding communication, and the ability to confidently 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; able to navigate complexity and ambiguity while aligning internal teams to customer outcomes.

Prefered Background

• 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 a strong plus.

Perks

• Competitive compensation and equity in a rapidly growing company
• 100% Company Paid Health, Dental, and Vision Insurance
• 401K Matching
• Hybrid Work Schedule in NYC, or Remote
• Pet-friendly office