Strategic Customer Success Manager

Enterpret•New York City, NY

About The Position

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.
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

Bonus points if it involves an agent or automation you built that made your customers (or you) measurably better, or your favorite come-from-behind Customer Success story of the last two years.

Responsibilities

Own and be accountable for the success of your customers, carrying real business targets.
Utilize an agent-led operating rhythm for portfolio reviews, renewal prep, onboarding status, and upsell forecasting.
Review, correct, and act on agent-surfaced information, and improve agents when they miss.
Build automation for tasks that are performed manually.
Write and maintain agent skills for account briefs, exec engagement mapping, usage reports, churn risk sweeps, and case study drafts.
Deploy agents with customers, helping them connect to AI tools through MCP and stand up custom agents.
Drive renewal and expansion by turning customer feedback data into actionable use cases.
Tell stories with data, grounding monthly and quarterly reviews in evidence from customer feedback, including quantified themes, quotes, and outcomes.
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 itself, solving customer problems by building agents.
Own a full book of business from onboarding through activation, renewal, and upsell, aiming to build multi-year partnerships.
Act as an advocate for customers to product and engineering teams to ensure the right products are being built.
Validate product ideas by proving their usefulness.