Enterprise Customer Success Manager

Adapt API•San Francisco, CA

8d•Onsite

About The Position

Adapt API is a venture-backed startup building the agentic operations layer for Property & Casualty (P&C) insurance. Today, walking into an insurance agency is like stepping into a time machine. Filing cabinets, fax machines, piles of incoming and outgoing mail. What you don't see is that even for the parts that have been "digitized", needless manual work abounds. Few systems communicate directly, leading to endless copy-pasting from emails to various proprietary web portals/desktop apps and back again. Carrier by carrier, process by process, Adapt is bringing each of those manual and error-prone workflows into our comprehensive agentic workflow layer. The implementation details are subject to change, but this is our north star, and the future we envision isn't possible without it.

Requirements

5+ years in enterprise customer success or account management at a B2B SaaS or fintech company — with real accountability for retention and expansion, not just satisfaction scores.
Owned a book of enterprise accounts ($100k+ ARR) and can talk about your NRR performance year over year without hesitation.
Multi-stakeholder relationship experience. Navigated complex organizations, built executive-level relationships, and know how to keep deals moving when five people have influence over the outcome.
Commercially sharp. Understand contract structures, pricing trade-offs, and renewal dynamics.
Technically fluent. Can understand complex technical products, troubleshoot data flow issues at a conceptual level, and communicate clearly between technical and non-technical stakeholders.
Organized and disciplined. HubSpot is clean, forecast is accurate, and you know exactly where every account stands at all times. Documentation is a strength, not a chore.
Resilient and proactive. Have had accounts churn, deals fall through, and escalations go sideways. Bounce back fast and apply the learning — without waiting to be managed.

Nice To Haves

Experience in insurance, financial services, or compliance-heavy verticals — you understand how risk-averse buyers evaluate new vendors and new relationships.
Managed customers through a complex technical integration or a significant product change — and kept them.
Startup experience — you’ve been part of an all-hands-on-deck team and will do whatever it takes to take care of your customers.
Been a founding or early enterprise CSM before. You know what it means to define the motion, not just run it.

Responsibilities

Serve as the strategic owner for a portfolio of enterprise accounts.
Build multi-threaded relationships across each account: technical leads, champions, and executive sponsors.
Lead structured business reviews that tie Adapt's value to measurable customer outcomes.
Own gross and net revenue retention for your book.
Track health signals, set up alerting to forecast risk, and act on any warning signs early.
Define the proactive growth motion, partnering with our biggest customers to drive adoption and usage across their teams.
Identify and close expansion opportunities in partnership with sales.
Lead renewal negotiations with a commercial mindset.
Convert at-risk accounts by diagnosing root causes, mobilizing internal resources, and owning the recovery plan.
Develop and maintain account plans — stakeholder maps, success metrics, expansion roadmaps, and risk registers.
Test frameworks, document what works, and build the repeatable playbook the next enterprise CSM will learn from.
Synthesize customer feedback across accounts into prioritized, actionable input for product and engineering.
Collaborate with engineering and support on technical escalations — own the customer communication, set expectations, and drive to resolution.
Work with sales on land-and-expand strategy and ensure clean post-onboarding handoffs.
Maintain accurate account records in HubSpot — stakeholder maps, health status, open risks, and renewal timelines.