Senior Customer Success Manager, Enterprise (AI)

Location: Austin, United States; hybrid work with an average of 2 days per week in the local office

Base salary: $131,000–$150,000 USD annually, plus potential equity, benefits, and sales commission.

Company

Employee experience SaaS platform helping organizations improve engagement, performance management, and team development through people science and employee data.

What you will do

• Manage a strategic portfolio of 40–55 enterprise customers with 1,000+ users and $3.5M–$4M in ARR.
• Own retention, adoption, expansion, GRR, and NRR across the customer book.
• Lead Executive Strategy Reviews, adoption planning, renewal-intent validation, and value-based customer conversations.
• Identify customer risks early and drive mitigation plans for lost sponsors, stalled adoption, and changing priorities.
• Partner with Sales, Renewal Managers, and pod leaders across the adopt, expand, and renew lifecycle.
• Use automation and AI-enabled workflows to improve account planning, surface opportunities and risks, and maintain account hygiene in Vitally.

Requirements

• 3+ years of experience in enterprise customer success or account management.
• Experience with AI-forward solutions, adoption, change management, and executive stakeholder engagement.
• Demonstrated ownership of GRR and NRR alongside customer and commercial outcomes.
• Strong executive communication skills and the ability to lead data-informed, value-based discussions.
• Proactive risk-management approach, product curiosity, sound judgment, and strong cross-functional collaboration.
• Comfort using AI to synthesize information, prioritize work, and improve customer engagement.

Culture & Benefits

• Hybrid office model designed to support in-person connection, pace, and culture.
• Equity through an Employee Share Option Program.
• Learning programs and coaching, quarterly refresh days, and an extended end-of-year break.
• Monthly wellbeing and lifestyle allowance, inclusive parental leave from day one, and five annual social impact days.
• MacBook and home-workspace setup budget.
• Medical insurance for employees and families, available for US and UK employees.