Enterprise - Customer Success Manager

Raspberry AI-posted 3 months ago

$130,000 - $160,000/Yr

Full-time • Mid Level

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As an Enterprise Account Manager at Raspberry AI, you will own relationships with some of the world’s leading fashion brands and retailers, helping them transform their design and merchandising processes through generative AI. In this role, you will lead customer engagements from onboarding through upsells and renewal, ensuring teams not only leverage our platform effectively but also unlock measurable business outcomes. You will serve as a key point of contact for our growing customer base, proactively engaging, supporting, and fostering strong, long-lasting relationships. This is an exciting opportunity to join a rapidly growing Series A SaaS company and directly contribute to our customers’ success and our overall growth.

Own long-term relationships and commercial outcomes for a portfolio of fashion brands and retailers, including renewals, retention, and expansion.
Drive strategic conversations with key decision-makers to help them maximize value from Raspberry AI.
Manage the full post-sale lifecycle, ensuring seamless renewals and identifying upsell opportunities to expand platform usage.
Partner with customer teams to define success metrics, create onboarding and adoption plans, and drive usage across their organizations.
Guide brands in integrating Raspberry into design and merchandising workflows, ensuring measurable ROI.
Facilitate regular business reviews to align on goals and uncover growth opportunities.
Monitor account health and product usage, proactively engaging customers to drive deeper adoption of key features.
Accurately maintain customer information and interactions within our CRM, track key success metrics (e.g., usage, satisfaction), and identify churn risks early while leading resolution efforts.
Work closely with Product, Engineering, and Support to surface feedback, influence the roadmap, and ensure timely resolution of issues.
Collaborate with Sales to align on account strategy, pricing conversations, and long-term growth.
Participate in team meetings and contribute to the ongoing improvement of account management processes and strategies.
Develop resources (e.g., FAQs, knowledge base articles, customer case studies) and share them with relevant customers.

Bachelor’s degree and relevant experience.
~6 years in a customer-facing role, ideally in enterprise SaaS account management, customer success, or strategy consulting.
Experience in an early-stage start-up environment (<100 people).
Demonstrated experience owning customer relationships, driving renewals, and securing expansions; Estimated ARR value of 3M+.
Empathetic, customer-centric approach with a genuine desire to help customers succeed.
Skilled at navigating complex organizations and identifying key decision-makers across functions.
Ability to drive negotiations and lead difficult conversations with stakeholders.
Experience conducting ROI analyses and building financial models to demonstrate value.
Skilled at analyzing usage trends and developing benchmarking models as needed.
Proficient in building pricing models and performing calculations and discounts with precision.
Ability to package insights into executive-level presentations and tell a compelling story.
Demonstrated ability to tailor communication for different audiences (e.g., CFO vs. Creative Director).
Strong verbal and written communication skills in a remote environment (e.g., email, Slack, stand-ups).
Ability to work independently and as part of a collaborative team in a fast-paced environment.
Highly organized and detail-oriented, able to manage multiple tasks and prioritize effectively.
Skilled at managing multiple projects and accounts with a high degree of accuracy and tracking.
Excitement about generative AI and exploration of available tools (e.g., ChatGPT, DALL·E, MidJourney).
Proficiency in CRM software (e.g., HubSpot) and other customer success tools.

Familiarity with the fashion industry.

Compensation range: $130–160K + OTE, with a competitive total compensation package.
The opportunity to be part of a rapidly growing and exciting SaaS company.
A collaborative and supportive work environment.
Opportunities for professional growth and development.

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