Senior Customer Success Manager, Strategic Accounts

Stensul•New York, NY

5d•$110,000 - $150,000•Hybrid

About The Position

CMOs approved the AI spend. They bought the tokens. Now they need to show business impact without losing control of brand, compliance, or quality. That's why Stensul is getting pulled into the world's largest brands and their enterprise marketing teams. We help them ship with AI, without losing control. Stensul is the Governed Creation™ platform for top consumer banks, healthcare firms, and pharma companies, as well as iconic brands like BlackRock, Cisco, Equifax, Siemens, and Thomson Reuters. Our AI tools and controls help them turn human- and AI-generated campaigns into approved, market-ready content faster. We are looking for a Senior Customer Success Manager to own relationships with some of our largest and most strategic enterprise customers. You'll help customers translate their business priorities into measurable outcomes with Stensul, drive adoption across complex organizations, build strong executive partnerships, and identify opportunities to deepen and grow those relationships over time. We live by four values: Lead with Customer Value, Garra, Move with Purpose, and Win as a Team. If you thrive in complex enterprise environments, bring strong executive presence, and want to help leading brands realize measurable value from AI-powered marketing transformation, keep reading.

Requirements

6+ years of relevant experience in Customer Success or account management at a SaaS or AI company, ideally supporting large enterprise customers
Proven experience owning and growing a book of business within large, complex enterprise organizations
A track record of meeting or exceeding retention goals and delivering measurable customer outcomes
Experience developing strategic account plans, mapping stakeholders, and building multi-threaded relationships across complex organizations
Strong executive presence and experience advising and presenting to C-level stakeholders
Commercial experience supporting renewals, expansion opportunities, and customer negotiations
Ability to translate customer business priorities into measurable success plans and compelling value stories
Strong analytical, relationship-building, communication, and strategic problem-solving skills
Experience working effectively within cross-functional account teams
Understanding of the digital marketing ecosystem, with experience in email technology, marketing operations, or adjacent platforms a plus
A bias toward action and ownership. You identify what needs to happen, build the plan, and drive it forward

Nice To Haves

Understanding of the digital marketing ecosystem, with experience in email technology, marketing operations, or adjacent platforms a plus

Responsibilities

Deliver value and customer satisfaction across the customer lifecycle, from onboarding through adoption, growth, and renewal
Own and execute strategic account plans for a portfolio of large, complex enterprise customers
Build strong relationships with key stakeholders and executive sponsors, from C-level leaders to end users
Understand customer business objectives and define measurable KPIs and success plans tied to outcomes with Stensul
Drive adoption across teams, business units, and workflows by identifying opportunities, barriers, and best practices
Identify risks early and build proactive action plans to protect customer outcomes and retention
Identify opportunities to expand Stensul's footprint and partner with the broader account team to execute growth opportunities
Lead strategic business reviews that connect platform adoption and customer outcomes to broader business priorities
Translate customer workflow challenges into opportunities for greater value through Stensul, including AI-enabled and governed content creation
Monitor adoption and engagement trends and use data to guide customer strategy
Serve as the voice of the customer internally, partnering with Product, Marketing, and other teams to improve the customer experience and inform our roadmap
Help strengthen the Customer Success organization by contributing to internal initiatives, best practices, and scalable ways of working