Customer Success Manager

Own a portfolio of enterprise and mid-market accounts from implementation through renewal, driving adoption and building the playbooks that scale CS.

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 escalated
• 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

• Competitive compensation commensurate with experience
• Flexible remote-first work environment
• A front-row seat to building a CS function at a company that is genuinely changing how R&D and product development teams manage and activate institutional knowledge
• Direct access to company leadership
• Many opportunities for advancement and growth
• Compensation: $75,000–$90,000 plus equity, based on location and experience

Help build the system of intelligence for NPD

Narratize is a remote-first team helping advanced manufacturers bring superior products to market faster. If this role fits, we'd like to hear from you.