Senior Enterprise Customer Success Manager

Iterable•Boston, MA

16d

About The Position

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences. Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work. With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together! How you will make a difference: As a member of Iterable's Customer Success team, you manage relationships with high-value ($150k+ ARR) customers. You will build long-standing partnerships by making sure they get as much value as possible from the product. You will develop relationships with both daily users and executive stakeholders, to grow their use of Iterable and expand the ARR of the customer. The role is ideal for a solutions-oriented, customer-first problem solver with experience navigating large organizations to identify key stakeholders. As a member of the Enterprise Customer Success team, you will work in partnership with our Product Team to provide feedback from our clients to ensure the Iterable platform aligns with the needs of sophisticated brand marketers. One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description.

Requirements

Experience in a B2B Customer Success role at a SaaS company
Experience consulting business executives and stakeholders at enterprise organizations
Have technical knowledge and problem solving skills
Desire to teach new customers about the platform
Passion for working in a fast growing organization
Experience working with software platforms and SaaS products

Nice To Haves

Experience with email marketing, push or SMS software
Familiarity with technologies like APIs, HTML, CSS, and JavaScript
Experience negotiating contract with executives or procurement managers

Responsibilities

Manage a book of enterprise-level ($200k+ ARR) Iterable customers
Understand how customers are using the product and find ways for them to increase their return on investment
Lead scheduled check-ins, QBRs, and monitor client satisfaction
Be the voice of the customer to prioritize feature requests and platform improvements during product discussions
Identify new business opportunities and develop strategic plans for ensuring customer retention and expansion
Gain deep knowledge of the Iterable platform and assist clients with executing their use cases