Senior Client Success Manager - USA Eastern Time

Protex AI•Boston, MA

About The Position

Protex AI is the AI Safety and Operations Intelligence Company. At Protex AI, we are at the forefront of AI-driven computer vision, building a safer, smarter industrial workplace with an intelligent operating system that redefines how facilities operate. Backed by top-tier global investors, we recently secured a $36 million Series B to accelerate our mission. Industry leaders like DHL, Amazon, and Tesla trust Protex AI to drive measurable safety improvements, achieving an average 64% risk reduction within just three months of deployment. Operating in 20+ countries, Protex is the go-to safety partner for Fortune 500 manufacturing and logistics enterprises, transforming workplace safety with real-time, AI-powered insights. Job Overview: The Enterprise Client Strategist is a motivator, trusted advisor, and strategic coordinator responsible for guiding enterprise clients through their journey with Protex AI. You'll guide clients from late-stage sales through rollout, adoption, expansion, and ongoing optimization - translating their safety and operational goals into measurable platform outcomes. This role blends relationship management, project coordination, and commercial awareness. You're not a technical support rep, but you bring strong platform fluency and know how to remove blockers, align stakeholders, and connect adoption to business results. You're curious, empathetic, and comfortable navigating ambiguity across complex organizations. Reports to: Director of Client Experience Portfolio: 8–12 enterprise accounts, covering roughly $1.5–$3M+ ARR Team context: Part of a growing CS team with peers in similar roles across regions Success Targets: Time to Measurable Impact (TTMI): Target 60-90 days from user access date Net Retention Rate: Target 120%+ across your portfolio NPS: Target of 65+ across the team Client Health: Proactive account management with no unexpected churn Expansion: Identify and support expansion opportunities; partner with Commercial on pipeline

Requirements

5+ years in client success, account management, or program delivery in B2B SaaS.
Proven track record owning enterprise accounts with measurable retention and expansion results.
Experience influencing adoption and net revenue retention across a portfolio.
Executive presence and clear communication that builds trust across clients and internal leadership.
Proven ability to lead discovery, develop strategic plans, and connect usage to commercial outcomes.
Navigates ambiguity, drives complex multi-phase projects to completion, and influences without formal authority.
Confident navigating SaaS platforms and guiding clients on usage strategy.
Able to translate technical concepts into actionable recommendations for both technical and non-technical stakeholders.
Travel: Up to 25% to client sites and company events.

Nice To Haves

EHS, manufacturing, or facility operations background is a strong plus.
Experience with AI, computer vision, or safety technology is a bonus.

Responsibilities

Client Relationship & Value Delivery Build trusted relationships with both site-level operators and executive stakeholders.
Translate client goals into platform strategies and action plans that lead to measurable impact (TTMI).
Host recurring business reviews that connect platform usage to outcomes executives care about: risk reduction, efficiency gains, scalability, and ROI.
Know when to listen, lead, escalate, or step back; you're attuned to organizational dynamics and protect trust through every interaction with preparedness and professionalism.
Platform Adoption & Guidance Coach clients on using Protex AI to drive safety, operational, and cultural improvements.
Maintain deep platform fluency to set realistic expectations and develop site-specific usage strategies, platform configurations, reporting, and site investigations.
Embed Protex into daily operations by aligning platform usage with client SOPs and workflows.
Monitor usage, spot early signs of disengagement, and lead recovery efforts before they escalate.
Escalate technical or product blockers with clear context so internal teams can act quickly.
Project Coordination & Rollouts Drive rollout timelines and milestone delivery in partnership with Commercial and Implementation, supporting the 45-day Time to Live target from device delivery to cameras connected.
Coordinate multi-site rollouts; keep stakeholders aligned and momentum steady with accountability.
Identify and resolve workflow friction, client-side or internal, before it becomes a blocker.
Pre-Sale & Expansion Support Join late-stage sales conversations to showcase the client journey and set realistic expectations.
Partner with Commercial to align pilot scope with long-term adoption and growth goals.
Deliver value narratives that support expansion conversations and contract renewals.
Cross-Functional Collaboration You sit at the intersection of strategy, delivery, and growth. Across all partnerships, you drive timeline accountability while functional owners deliver on their expertise. Here's how you'll work with other teams in delivering a unified, high-impact client experience.
Sales & Account Management: Partner from late-stage sales through expansion. They own commercial strategy and executive relationships; you own adoption and the value narrative that supports expansion.
Implementation: Coordinate on rollout execution. They own technical delivery; you'll drive rollout timelines and keep sites on track toward go-live.
Support: Triage and escalate issues. You'll advocate for clients and hold teams accountable for resolution timelines.
Product: Relay feedback. Contribute to roadmap discussions with real-world context.
Marketing: Spotlight client wins and identify potential advocates or case study opportunities.
Engineering: Facilitate R&D partnerships and early-access programs with strategic accounts.