Enterprise Customer Success Manager

About the role

This is an enterprise customer-facing role focused on strategic relationship management and retention. You'll own our highest-value enterprise accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world's leading technology companies.

Key Responsibilities

• Own and manage enterprise customer portfolio
• Create regular touch points and quarterly business reviews with key stakeholders across
• Build relationships with leadership and technical decision-makers
• Create comprehensive account mapping across multiple functions and product teams
• Drive cross-functional adoption and strategic initiatives
• Identify and develop growth opportunities based on product usage and business needs
• Partner with sales team on account planning and expansion opportunity development
• Implement proactive retention strategies and early warning systems for at-risk accounts
• Create processes for enterprise onboarding, adoption, renewal, and expansion
• Own customer health scoring and success measurement
• Build customer advocacy programs
• Work with Product team to translate feedback into product requirements
• Collaborate with Support on technical issue resolution
• Partner with Marketing on customer advocacy, testimonials, and thought leadership
• Align with Sales on seamless account management and growth strategies

Success Metrics

• Customer retention
• Expansion opportunity generation
• Customer satisfaction
• Ability to build scalable processes that support our growth

Required Technical Qualifications

• Experience in customer-facing technical roles and managing Enterprise customers
• Strong communication skills with the ability to explain technical concepts clearly
• Eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platform
• Experience with web development (HTML, CSS, JavaScript)
• Familiarity with Git workflows and version control concepts
• Understanding of API documentation and technical writing principles
• Experience working with customer data across multiple platforms
• Comfortable with product analytics tools
• Able to create automation workflows across customer success tools

Nice to have, not required

• 5+ years in Customer Success or Technical Account Management
• Background in developer tooling, API products, or technical documentation
• Comfortable with prompt engineering and experience with AI/ML applications