Enterprise Customer Success Manager

This is an enterprise customer-facing role focused on strategic relationship management and retention. You'll own our highest-value enterprise accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world's leading technology companies.

This role requires strong relationship-building skills, commercial acumen, and experience managing complex enterprise stakeholder relationships. You'll be responsible for transforming reactive account management into proactive strategic partnerships that drive measurable business outcomes.

- Establish regular touch points and quarterly business reviews with key stakeholders across

- Build relationships with leadership and technical decision-makers

- Create comprehensive account mapping across multiple functions and product teams

- Identify and develop growth opportunities based on product usage and business needs

- Partner with sales team on account planning and expansion opportunity development

- Implement proactive retention strategies and early warning systems for at-risk accounts

- Create processes for enterprise onboarding, adoption, renewal, and expansion

- Work with Product team to translate feedback into product requirements

- Partner with Marketing on customer advocacy, testimonials, and thought leadership

- Align with Sales on seamless account management and growth strategies

This role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization.

You'll be measured on customer retention, expansion opportunity generation, customer satisfaction, and your ability to build scalable processes that support our growth. Success in this role means transforming enterprise account management from reactive to strategic, with measurable impact on customer outcomes and business growth.

- Experience in customer-facing technical roles and managing Enterprise customers

- Strong communication skills with the ability to explain technical concepts clearly

- Strong eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platform

- Familiarity with Git workflows and version control concepts

- Understanding of API documentation and technical writing principles

- Experience working with customer data across multiple platforms

- Ability to create automation workflows across customer success tools

- 5+ years in Customer Success or Technical Account Management

- Background in developer tooling, API products, or technical documentation

- Comfortable with prompt engineering and experience with AI/ML applications