Customer Success Account Manager

Narratize (HearstLab); United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Benefits package

Flexible schedule and remote work

Family-friendly policies

Open paid time off

Paid parental leave

Job summary

Narratize is seeking a Customer Success Account Manager to drive retention and growth by managing enterprise client relationships, ensuring flawless execution of CS activities, and supporting customer education and engagement.

You will own the lifecycle for enterprise accounts, coordinate with Product, Engineering, and Sales, and deliver training materials to maximize value from the Narratize platform while maintaining meticulous account documentation and action tracking.

Qualifications

• Bachelor's degree or equivalent experience.
• 3–5+ years in customer success, account management, or similar.
• Proven track record managing enterprise B2B SaaS accounts.
• Experience with customer success tools.
• Proficient with Google Workspace, CRM systems, and collaboration tools.
• Strong project management skills and ability to communicate product capabilities.
• Thrive in small teams and multi-stakeholder initiatives.

Responsibilities

• 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 commitments and action items.
• Document notes from customer calls and maintain account charters (AI notetaking prohibited with many enterprise clients).
• Coordinate with Product, Engineering, and Sales to communicate deliverables, ownership, and deadlines.
• Serve as a trusted advisor to enterprise customers, guiding value realization of 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 needed.
• Drive customer success metrics including adoption, engagement, and business value realization.
• Maintain attention to detail across all touchpoints to build trust with every interaction.
• Collaborate with the Head of Customer Success on renewals and expansion opportunities.
• Stay current on industry trends in AI-powered product development.

Skills

Customer success

Account management

B2B SaaS

Project management

Google Workspace

CRM systems

Communication

Education

Bachelor's degree

Tools

CRM software

Google Workspace

Collaboration tools

Job description

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