Strategic Customer Success Manager

Enterpret•New York, NY

About The Position

About Enterpret As the world moves to AI native applications, one element matters more than anything: the data. At Enterpret, we are unlocking the most impactful dataset for businesses, customer feedback. We centralize feedback across every source, like Twitter, Salesforce, Zendesk, Slack, Intercom, community forums, surveys, and Gong calls, into a single knowledge graph. On top of it we build an adaptive taxonomy for each customer and an agent platform that lets teams query, monitor, and act on customer intelligence wherever they work, whether that's inside Enterpret, in Slack, or in their own AI tools through our MCP server. Our customers include companies like Canva, Notion, WisprFlow, ElevenLabs, OpenRouter, Western Union, and several other Product Led Growth decacorns and F500 companies.We are backed by Kleiner Perkins, Sequoia Capital India, and Unusual Ventures. Read more about our team, core values, and operating principles here. The Role We've built the agentic platform to deploy self improving customer experiences. Now we build systems that scale those solutions.

Requirements

Owned a revenue number (NRR, expansion, or renewal) for an enterprise or PLG book of business and be able to walk through how they hit it.
Be a hands-on daily user of AI tools like Claude, and be genuinely excited to build agent workflows rather than just talk about them.
Need to be the kind of person who automates their own job.
Be a strong data storyteller who can turn feedback data into an executive narrative that lands in an EBR.
Have a strong sense of ownership and a desire to make an impact at an early stage startup.
Be eager to learn and raise their hand to solve hard problems.
Be excited to meet our customers in person.
Go above and beyond whatever we could write in a job description.

Nice To Haves

You don't need to be an engineer, but you need to be the kind of person who automates their own job.

Responsibilities

Own and be accountable for the success of your customers.
Carry real business targets (NRR, expansion, or renewal) for an enterprise or PLG book of business.
Utilize an agent-led operating rhythm for portfolio reviews, renewal prep, onboarding status, and upsell forecasting.
Build and maintain agent skills for tasks such as account briefs, exec engagement mapping, usage reports, churn risk sweeps, and case study drafts.
Deploy agents with customers, helping them connect to AI tools and stand up custom agents on their feedback data.
Drive positive business outcomes for customers, focusing on increased revenue, reduced churn, and better user activation.
Provide value that goes above and beyond the product, solving customer problems and building agents to close gaps.
Own a full book of business from onboarding through activation, renewal, and upsell, aiming for multi-year partnerships.
Act as an advocate for customers to product and engineering teams, validating product ideas with customer needs.
Tell stories with data, grounding reviews in evidence from customer feedback, quantified themes, quotes, and outcomes.