Enterprise Customer Success Manager - Key Accounts

LTV•New York, NY

50d

About The Position

At LTV.ai, we’re redefining customer engagement for e-commerce brands by empowering them with their own AI-powered ambassadors to deliver hyper-personalized Email and SMS interactions at an unprecedented scale. Our platform enables brands to communicate with their audience in a natural and contextually relevant manner, driving higher engagement and conversion rates. While increasing LTV and driving measurable growth, we help brands stay focused on what matters most - the customer. Why join us? We’re a fast-moving team building a high-growth company that’s transforming the e-commerce industry. As an early team member, you’ll play a key role in shaping both our product and the future of e-commerce, with the opportunity to grow alongside us. What you’ll do As our Enterprise CSM, you'll own the relationships with our largest e-commerce brands - think Backcountry, Fabletics, J. Jill and others - and serve as a strategic advisor to help them reinvent their email marketing from the ground up. You’ll partner closely with our product, AI, and strategy teams to help brands implement and scale AI-first, high-performance retention workflows.

Requirements

3-5+ years experience in Customer Success, Account Management, or Strategy roles at e-commerce SaaS or MarTech companies
Deep familiarity with e-commerce retention channels, especially email (Klaviyo, Postscript, Attentive, etc.)
Experience working with large-scale DTC brands ($50M–$500M+ GMV)
Understanding of AI/automation trends in marketing - comfortable helping brands evolve from legacy workflows
An AI-first operator - your default instinct is to use AI to solve problems, streamline workflows, and unlock leverage at scale
Analytical mindset - you can read performance data, identify opportunities, and communicate insights clearly
Excellent communication skills - you’re comfortable advising VP/C-suite clients and leading strategy calls
Strong ownership mentality with a bias for action and continual optimization

Responsibilities

Own a portfolio of our highest-value clients across DTC and omni-channel e-commerce
Drive onboarding, implementation, and long-term success with LTV.ai’s platform
Partner with clients to build efficient, AI-enhanced email strategies that 10x output with minimal operator input
Analyze performance and optimize for higher engagement, conversions, and Revenue per Send
Educate clients on best practices, cutting-edge workflows, and what’s working across our customer base
Gather feedback and act as the internal voice of the customer - informing product, features, and go-to-market strategy
Deliver proactive support, strategic check-ins, and high-touch communication that reinforces LTV.ai’s value
Help build scalable systems, playbooks, and tooling for success as we grow the CS org