Strategic Customer Success Manager

Strategic Customer Success Manager

New York City

About Enterpret

As the world moves to AI native applications, one element matters more than anything: the data. At Enterpret, we are unlocking the most impactful dataset for businesses, customer feedback. We centralize feedback across every source, like Twitter, Salesforce, Zendesk, Slack, Intercom, community forums, surveys, and Gong calls, into a single knowledge graph. On top of it we build an adaptive taxonomy for each customer and an agent platform that lets teams query, monitor, and act on customer intelligence wherever they work, whether that's inside Enterpret, in Slack, or in their own AI tools through our MCP server.

Our customers include companies like Canva, Notion, WisprFlow, ElevenLabs, OpenRouter, Western Union, and several other Product Led Growth decacorns and F500 companies. We are backed by Kleiner Perkins, Sequoia Capital India, and Unusual Ventures. Read more about our team, core values, and operating principles here.

The Role

We've built the agentic platform to deploy self improving customer experiences. Now we build systems that scale those solutions. How our CSMs actually work

• The buck stops with you. You will own and be accountable for the success of your customers. Not their happiness, their success.
• You own a number. CSMs at Enterpret carry real business targets. No red/yellow/green theater.
• Your operating rhythm is agent-led. Portfolio reviews, renewal prep, onboarding status, and upsell forecasting run on agents built against our own Knowledge Graph. You review, correct, and act on what the agents surface, and you improve the agents when they miss.
• You build the automation you wish you had. Our CSMs write and maintain their own agent skills: account briefs before every call, exec engagement mapping, usage reports for renewal conversations, churn risk sweeps, case study drafts. If you do something manually twice, we expect you to ask whether an agent should do it the third time.
• You deploy agents with your customers, not just for yourself. The product you support is an agent platform. You will help customers connect to Claude/Codex/Factory and their other AI tools through MCP, stand up custom agents on their feedback data (support QA coaches, VoC digests, launch monitors), and turn those into the use cases that drive renewal and expansion.
• You tell stories with data. Monthly and quarterly reviews are grounded in evidence from the customer's own feedback: quantified themes, quotes, and outcomes, not usage screenshots.

What Customer Success at Enterpret is

• Driving positive business outcomes for our customers. Increased revenue, reduced churn, and better user activation are more meaningful than monthly active users.
• Providing value that goes above and beyond what is currently possible within the product itself. We are the external representatives of our company, and we solve our customers' problems even when the product isn't quite there yet, increasingly by building agents that close the gap.
• Owning a full book of business from onboarding through activation, renewal, and upsell. We aim to build multi-year partnerships with our customers. We are not transactional.
• Being an advocate for our customers so that our product and engineering teams continue to build the right products for them. What better way to validate product ideas than to prove they are useful?

What Customer Success at Enterpret is Not

• Only caring about vanity metrics like usage statistics or red/yellow/green statuses
• Being strictly reactive and waiting for our customers to bring us problems
• Being a human ticket router. We built a Scaled Success function and AI support agent so you don't have to be.
• Doing absolutely everything a customer asks for, regardless of whether it is the optimal solution for them

A successful candidate will

• Have owned a revenue number (NRR, expansion, or renewal) for an enterprise or PLG book of business and be able to walk through how they hit it
• Be a hands-on daily user of AI tools like Claude, and be genuinely excited to build agent workflows rather than just talk about them. You don't need to be an engineer, but you need to be the kind of person who automates their own job.
• Be a strong data storyteller who can turn feedback data into an executive narrative that lands in an EBR
• Have a strong sense of ownership and a desire to make an impact at an early stage startup
• Be eager to learn and raise their hand to solve hard problems
• Be excited to meet our customers in person
• Go above and beyond whatever we could write in a job description

Benefits and Perks

• Autonomy and ownership of an early-stage startup
• Highly competitive compensation and early-stage startup equity
• Medical, Dental, and Vision Insurance
• Comprehensive benefits package, including 401(k)
• Generous vacation policy
• Maternity and Paternity leaves

Equal Opportunities

We are an equal opportunity employer. We ensure that none of our employees or prospective employees receives less favorable treatment as a result of age, sex, disability, marital status, color, race, religion or ethnic origin. Equally we aim to ensure that no such employee is disadvantaged by terms and conditions of employment which cannot be justified.