Senior Enterprise Engagement Manager

About the Role

You will act as the strategic post-sale leader for a portfolio of complex enterprise accounts. These organizations operate across multiple stakeholders, departments, and geographies — requiring strong executive presence, structured thinking, and disciplined execution.

You will guide customers from implementation through scaled adoption and measurable ROI, while identifying opportunities for expansion and long-term partnership growth. This is a highly cross-functional role at the intersection of strategy, execution, and commercial impact.

Areas of Ownership

• Serve as the primary strategic partner for a portfolio of enterprise customers, building relationships across technical, operational, and executive stakeholders
• Develop and execute structured account strategies aligned to customer business goals, transformation initiatives, and long-term growth
• Lead executive engagements (EBRs/QBRs) focused on measurable outcomes, ROI, and roadmap alignment
• Partner cross-functionally with Implementation, Product, and Engineering to drive successful deployments from kickoff through go-live
• Establish clear governance, timelines, and accountability across workstreams while proactively identifying and mitigating risks
• Drive adoption and change management to ensure solutions are fully embedded and delivering value beyond initial launch
• Define, track, and communicate key success metrics (e.g., automation, CSAT, efficiency, cost savings) through clear, executive-level insights
• Identify performance gaps and implement structured action plans to improve outcomes and optimize impact over time
• Drive commercial growth by identifying expansion opportunities, building account roadmaps, and supporting renewals
• Contribute to strong Net Revenue Retention (NRR) by aligning customer success with long-term business value
• Position Parloa as a strategic partner by proactively shaping customer strategy, not just executing on requests

Who You Are

• You bring 5+ years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or similar roles within SaaS or enterprise technology
• You have experience managing large, complex accounts (typically $500K+ ARR or comparable complexity)
• You are comfortable operating at both a strategic level (executive alignment, roadmap planning) and operational level (driving execution and delivery)
• You have a proven ability to influence Director, VP, and C-level stakeholders
• You have experience driving measurable business outcomes tied to defined KPIs
• You bring strong project management and organizational skills, with the ability to manage multiple priorities in parallel
• You have experience supporting or contributing to account expansion and renewal strategies

Nice to Have

• Experience in AI, automation, CX platforms, or contact center technologies
• Background in digital transformation or operational modernization initiatives
• Experience working with global or multi-region enterprise organizations