Customer Success Account Manager

Narratize is looking for a Customer Success Account Manager to join our team and play a critical role in driving customer retention and growth by managing enterprise client relationships, ensuring flawless execution of customer success activities, and supporting customer education and engagement.

Responsibilities will include:

• Project manage the complete customer lifecycle for enterprise accounts, from onboarding through expansion and renewal
• Lead day-to-day customer success operations, ensuring capture and completion of all customer commitments and action items
• Document all notes from customer calls and maintain comprehensive account charters (AI notetaking is prohibited with many enterprise clients)
• Coordinate with internal teams (Product, Engineering, Sales) to communicate deliverables, ownership, and deadlines
• Serve as a trusted advisor to enterprise customers, providing strategic guidance on maximizing value from the Narratize platform
• Create and deliver customer training materials, including decks, guides, videos, and in-app training
• Monitor and manage the support inbox, triaging requests and escalating concerns as appropriate
• Drive customer success metrics including adoption, engagement, and business value realization
• Maintain exceptional attention to detail across all customer touchpoints to build trust with every interaction
• Collaborate with the Head of Customer Success on client renewals and identifying expansion opportunities
• Stay current on industry trends in AI-powered product development

You’re a great fit if you:

• Have a bachelor’s degree or equivalent experience
• Bring 3-5+ years of experience in customer success, account management, or a similar client-facing role
• Have a proven track record managing enterprise B2B SaaS accounts
• Are experienced with customer success tools
• Are proficient with Google Workspace, CRM systems, and collaboration tools
• Possess strong project management skills with experience managing complex, multi-stakeholder initiatives
• Have the technical aptitude to understand and communicate product capabilities effectively
• Thrive in small teams where wearing multiple hats is essential

Nice to have:

• Experience or knowledge of R&D, new product development, and/or enterprise innovation team processes

Total Compensation

• Benefits package
• Flexible schedule and remote work
• Family-friendly policies
• Open paid time off
• Paid parental leave