Enterprise Customer Success Manager (CSM)

About the role

The Enterprise Customer Success Manager drives adoption, outcomes, and long-term success for Albi’s largest restoration clients. They serve as a trusted advisor, ensuring customers realize measurable value from the Albi platform. This role involves leading post-implementation engagement for multi-location organizations, partnering closely with executive and operational teams to streamline workflows, increase ROI, and align the platform with each client's business goals.

Responsibilities

• Lead post-implementation engagement for multi-location organizations
• Partner closely with executive and operational teams to streamline workflows, increase ROI, and align the platform with each client's business goals
• Manage complex, multi-stakeholder relationships with large enterprise clients
• Translate insights from customer lifecycle management and data-driven success planning into measurable outcomes
• Lead discovery and success planning sessions with executive teams
• Present and facilitate business reviews, workshops, and user trainings
• Analyze product usage data to identify risks and opportunities for growth or deeper adoption
• Collaborate with cross-functional teams (Sales, Product, Support, Onboarding) to ensure a unified customer experience
• Operate autonomously, manage competing priorities, and drive impact in a dynamic startup environment
• Travel up to 40-50% for on-site visits, business reviews, and customer workshops

Requirements

• 5+ years of experience in Customer Success, Implementation, or Enterprise Account Management within a SaaS environment
• Proven success managing complex, multi-stakeholder relationships with large enterprise clients
• Deep understanding of customer lifecycle management and data-driven success planning
• Strong presentation and facilitation skills; capable of leading on-site or virtual business reviews, workshops, and user trainings
• Skilled at analyzing product usage data to identify risks and opportunities for growth or deeper adoption
• Exceptional collaboration skills with cross-functional teams (Sales, Product, Support, Onboarding) to ensure a unified customer experience
• Self-starter with the ability to operate autonomously, manage competing priorities, and drive impact in a dynamic startup environment
• Willingness to travel up to 40-50% for on-site visits, business reviews, and customer workshops

Qualifications

• Experience in the restoration or construction industry is a strong plus

Skills

• Strategic thinking
• Hands-on execution
• Executive relationship management
• Day-to-day partnership

Benefits

• Driven by purpose, fueled by high energy, and backed by venture funding
• In-Office first organization requiring teams to be at the Oak Brook office 4 days a week
• Compensation package including a generous salary, paid time off, medical, dental, and vision insurance coverage, equipment budget, continuing education, mentoring, and career development opportunities
• 401K Plan + Matching