Act as owner of a portfolio of strategic clients, with direct responsibility for retention, revenue expansion and increasing LTV
Build and strengthen relationships with stakeholders and C-level executives, positioning yourself as a strategic business partner
Identify, develop and execute upsell and cross-sell opportunities to drive account growth
Monitor customer health indicators (engagement, usage, NPS, outcomes) and proactively mitigate churn
Lead executive-level value meetings, presenting results, ROI and account development plans
Drive and accelerate adoption of AI-based solutions, supporting clients in achieving operational efficiency, automation and scalable growth
Help customers build practical AI use cases, including best practices for workflows and day-to-day operational application
Serve as the voice of the customer internally, advocating for their needs and coordinating with Support, Engineering and Product to ensure the best experience and maximum satisfaction
Translate customer needs into clear action plans that ensure continuous value delivery
Orchestrate internal teams (Sales, Product, Support) to ensure excellence throughout the customer journey
Analyze data and generate actionable insights to evolve the account base and optimize results
Represent the company at strategic events and industry forums

Bachelor’s degree in Business Administration, Marketing, Information Technology or related fields
Previous experience in Customer Success, Account Management or similar roles, preferably at technology companies
Proven ability to build and maintain customer relationships
Excellent verbal and written communication skills
Results-oriented mindset with a focus on revenue growth (Net Revenue Retention)
Strong negotiation skills and ability to lead value-driven conversations with executives
Analytical profile with the ability to turn data into strategic actions
Experience with Enterprise clients and consultative sales cycles
Ability to position AI as a value lever and competitive differentiator for customers
Strategic view of Customer Success as a driver of business growth

Customer Success Manager – Enterprise Account Negotiation Focus

Key skills