Enterprise Customer Success Manager

Growth Protocol is an Enterprise Reasoning Platform headquartered in New York. They are seeking a highly experienced Enterprise Customer Success Manager to partner with senior enterprise stakeholders and ensure the successful adoption of their AI-powered growth intelligence platform. The role involves shaping customer strategy, driving Net Revenue Retention, and aligning technical implementation with business goals.

Responsibilities:

• Own and expand relationships with VP and C-level stakeholders across Strategy, Innovation, Market Intelligence, and Digital Transformation teams
• Develop a deep understanding of Growth Protocol's technical capabilities and serve as the technical translator between client stakeholders and our internal product, engineering, and delivery teams
• Lead customer engagements from onboarding through expansion by orchestrating success plans, roadmaps, and outcomes that align platform adoption to measurable ROI
• Serve as the connective tissue between Sales, Delivery, Product, and FDE teams—co-developing client growth strategies, surfacing platform gaps, and driving product evolution via customer feedback
• Help clients unlock new applications and workflows using Growth Protocol's proprietary neuro-symbolic reasoning engine
• Proactively generate customer success stories, co-marketing opportunities, and references in partnership with sales and marketing

Requirements:

• 5–10 years of experience in Customer Success, Strategic Consulting, or Technical Account Management within high-growth B2B SaaS, AI, or analytics companies
• Proven experience managing $1M+ enterprise ARR accounts with VP and C-level stakeholder visibility
• Strong technical acumen—comfortable working across product architectures, data pipelines, APIs, dashboards, and AI models. Prior experience with AI/ML, analytics platforms, or complex SaaS workflows is highly preferred
• Executive presence, outstanding communication, and the ability to confidently drive boardroom-level conversations
• Demonstrated success in increasing NRR by leading value-based adoption, identifying whitespace opportunities, and influencing renewal/expansion strategies
• Excellent project management and cross-functional coordination skills; able to navigate complexity and ambiguity while aligning internal teams to customer outcomes
• Experience in growth strategy, market intelligence, corporate development, or management consulting
• Exposure to or experience within enterprise domains like Consumer Health, CPG, Industrials, or Insurance
• Technical education or certifications in data science, computer science, analytics, or AI a strong plus