Customer Success Manager

Mintlify; United States; Hybrid; USD 110,000 - 170,000; Full time

Benefits offered by this job

Flexible work culture

20 days PTO

Health, dental, vision

401k

Free lunch and dinners

Work setup stipend

Wellness stipend

Annual team offsite

Unlimited free mints

Job summary

Mintlify is seeking an experienced Enterprise Customer Success/Technical Account Management professional to own strategic relationships with top customers in the tech sector. You will drive adoption, retention, and expansion by building scalable processes and acting as a trusted advisor across executive and technical stakeholders.

You will partner with Sales, Product, Support, and Marketing to ensure a seamless journey from onboarding through renewal, while transforming reactive account

Qualifications

• Must be able to manage and grow enterprise accounts with strategic, proactive approach.
• Experience handling complex enterprise stakeholder relationships and cross-functional collaboration.
• Strong analytic capabilities using product analytics tools and customer data.
• Ability to translate technical concepts for non-technical stakeholders and document requirements.

Responsibilities

• Own and manage enterprise customer portfolio and drive adoption, retention, and expansion.
• Establish quarterly business reviews with senior leaders across customer organizations.
• Collaborate with Sales, Product, Support, and Marketing to align on growth and advocacy initiatives.
• Translate customer feedback into product requirements and drive onboarding, renewal, and expansion processes.
• Develop customer health metrics and proactive retention strategies.
• Create scalable processes for enterprise implementation and value realization.
• Partner with Product on improving docs experiences and API-related features.

Skills

Relationship-building

Commercial acumen

Enterprise stakeholder management

Data analysis

Product analytics tools

Design sensitivity

Communication

Git workflows

Automation workflows

Web development

APIs

Customer-facing

TAM experience

Developer tooling

AI/ML familiarity

Prompt engineering

Tools

Git

Job description

• This is an enterprise customer-facing role focused on strategic relationship management and retention
• You’ll own our highest-value enterprise accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world’s leading technology companies
• You’ll be responsible for transforming reactive account management into proactive strategic partnerships that drive measurable business outcomes
• Own and manage enterprise customer portfolio
• Establish regular touch points and quarterly business reviews with key stakeholders across
• Build relationships with leadership and technical decision-makers
• Create comprehensive account mapping across multiple functions and product teams
• Drive cross-functional adoption and strategic initiatives
• Identify and develop growth opportunities based on product usage and business needs
• Partner with sales team on account planning and expansion opportunity development
• Implement proactive retention strategies and early warning systems for at-risk accounts
• Create processes for enterprise onboarding, adoption, renewal, and expansion
• Own customer health scoring and success measurement
• Build customer advocacy programs
• Work with Product team to translate feedback into product requirements
• Collaborate with Support on technical issue resolution
• Partner with Marketing on customer advocacy, testimonials, and thought leadership
• Align with Sales on seamless account management and growth strategies
• This role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization
• You’ll be measured on customer retention, expansion opportunity generation, customer satisfaction, and your ability to build scalable processes that support our growth
• Success in this role means transforming enterprise account management from reactive to strategic, with measurable impact on customer outcomes and business growth

Benefits

• Flexible work culture
• 20 days paid time off every year
• Health, dental, vision
• 401k or RRSP
• Free lunch and dinners
• $700/year work setup stipend
• $200/month wellness stipend
• Annual team offsite
• Unlimited free mints

• This role requires strong relationship-building skills, commercial acumen, and experience managing complex enterprise stakeholder relationships
• Experience working with customer data across multiple platforms
• Comfortable with product analytics tools
• Strong eye for design and attention to detail - you’ll help customers transform their current docs experience into an enjoyable content management platform
• Strong communication skills with the ability to explain technical concepts clearly
• Familiarity with Git workflows and version control concepts
• Ability to create automation workflows across customer success tools
• Experience with web development (HTML, CSS, JavaScript)
• Experience in customer-facing technical roles and managing Enterprise customers
• Understanding of API documentation and technical writing principles
• 5+ years in Customer Success or Technical Account Management
• Background in developer tooling, API products, or technical documentation
• Comfortable with prompt engineering and experience with AI/ML applications