Enterprise Customer Success Manager
About The Position
We are hiring an Enterprise Customer Success Manager to join our fast-growing team. We're looking for someone with a passion for building customer relationships, enjoys working in a fast-moving environment, and the ability to strategically identify growth opportunities across our customer set. As a Customer Success Manager at Unwrap, you’ll own relationships across a wide range of customers—from startups to Fortune 500 companies—ensuring every team gets the most out of our platform. At the core, you'll work to understand each customer's objectives, design the path to success, and identify growth opportunities. Day-to-day, you'll oversee implementation, training, renewal, and expansion processes, as well as day-to-day customer support. In addition to direct account management, you’ll create clear and helpful resources such as guides, FAQs, and best practices to empower users and enhance their experience. You’ll also collaborate closely with teams across Unwrap, relaying feedback, advocating for customer needs, and contributing to ongoing improvements to our platform and our processes.
Requirements
- 3-5 years of experience in an Enterprise Customer Success or Account Management-related role—ideally in SaaS or AI-driven products
- Proven track record of delighting customers and driving customer retention, renewals, and expansion
- Proven success operating as a trusted strategic advisor to technical and non-technical stakeholders
- Ability to translate complex business objectives into measurable outcomes
- Ability to navigate executive conversations with poise, credibility, and commercial acuity
- Curious, empathetic, and able to handle challenging situations with grace
- Ability to translate customer feedback and challenges into insights to help our team drive improvements at scale
- Thrive in a fast-paced startup environment and excited to have a direct impact on both our product and our customers’ experience
- Located in or willing to relocate to Santa Barbara and excited about working in-person
Responsibilities
- Own relationships across a wide range of customers
- Ensure every team gets the most out of our platform
- Understand each customer's objectives
- Design the path to success for customers
- Identify growth opportunities within customer accounts
- Oversee implementation, training, renewal, and expansion processes
- Provide day-to-day customer support
- Create clear and helpful resources such as guides, FAQs, and best practices
- Collaborate closely with teams across Unwrap
- Relay customer feedback to internal teams
- Advocate for customer needs
- Contribute to ongoing improvements to our platform and processes
Benefits
- Ground floor impact at a Series-A startup with tremendous latitude over support strategy and customer success
- Significant, potentially life-changing equity
- Report directly to the Head of Customer Success
- Ability to rapidly advance your career alongside company growth
- Collaborate with experienced teammates, entrepreneurs, and advisors
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
