Customer Success Manager

The role

We're looking for a Customer Success Manager who thrives in complexity and brings both precision and warmth to every customer interaction. In this role, you'll support the Head of Customer Success in managing a portfolio of enterprise and mid-market accounts from implementation through renewal, serving as the primary day-to-day partner for your customers and a key contributor to how we scale the CS function at Narratize.

This is a high-ownership, high-impact role. You'll manage multiple accounts with competing priorities, drive adoption and value realization, and help build the playbooks and processes that define how our team operates. If you're the kind of person who never drops a detail, takes initiative before being asked, and gets energized by building from the ground up in a highly cross-functional and collaborative position — this role is for you.

What you'll do

Enterprise Relationship Management

Serve as the point of contact for your portfolio of accounts, building trusted relationships with stakeholders across R&D, product development, IT, and technical and marketing functions
Lead ongoing success check-ins with a structured, proactive cadence
Deeply understand each customer's NPD processes and goals and translate them into measurable success plans tied to platform adoption and outcomes
Navigate complex, multi-stakeholder environments with ease — managing relationships across champions, end users, and executive sponsors simultaneously

Adoption & Value Delivery

Drive platform adoption by designing and executing tailored onboarding plans that accelerate time-to-value
Monitor customer health signals across engagement, usage, and satisfaction metrics — and intervene proactively before issues escalate
Partner with customers on change management, training, and internal enablement to ensure Narratize is embedded in day-to-day workflows and innovation jobs to be done
Identify and expand value within existing accounts, surfacing expansion opportunities to account team members organically through demonstrated impact

Process Building & Operational Excellence

Help build and refine scalable CS processes — onboarding playbooks, escalation protocols, and renewal workflows
Maintain meticulous documentation of account activity, customer context, and open items throughout the CS tech stack (HubSpot, Intercom, and Amplitude)
Track and report on key metrics including adoption rates, NPS, CSAT, and platform usage — bringing rigor and accountability to customer reporting

Cross-Functional Collaboration

Act as the voice of the customer internally — surfacing product feedback, use cases, and pain points, and success to Product, Engineering, Marketing and Sales with clarity and context
Coordinate with Head of CS & Sales on expansions, renewals, and at-risk accounts, ensuring smooth handoffs and aligned messaging
Partner with solutions engineers to support complex deployments and technical onboarding needs

What we're looking for

3 years of professional experience in a client-facing role managing enterprise and mid-market relationships
Experience in SaaS or AI/ML
Proven track record of managing complex, multi-stakeholder enterprise relationships and delivering measurable customer outcomes
Exceptional organizational skills — you track every open item, follow up without being asked, and nothing falls through the cracks
Strong written and verbal communication; comfortable presenting to senior stakeholders and executive audiences
Experience with CS tools such as HubSpot, Intercom, Amplitude, or similar platforms
A bias for action: you identify gaps, propose solutions, and take ownership without waiting to be directed
Comfortable working in an early-stage environment where processes are still being built and your contributions shape how the team operates

Nice to have

Familiarity with enterprise R&D and innovation workflows, compliance environments, or regulated industries
Experience building or contributing to CS playbooks, onboarding materials, or internal process documentation
Background in enterprise change management or customer training program development

What success looks like

First 30 days: Build a strong understanding of our product, our customers, and our current CS infrastructure.

By 60 days: Manage your account portfolio with confidence and contribute ideas to improve how we operate.

By 90 days: Be a trusted partner to your customers, help them achieve their success criteria KPIs, contribute reliably to team process, and be a voice the broader team leans on.

What we offer