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 #J-18808-Ljbffr