Customer Success Manager

Structured; United States; Hybrid; USD 95,000 - 130,000; Full time

Job summary

Structured is seeking a Customer Success Manager to ensure enterprise customers successfully adopt and realize value from our AI-powered partner marketing platform. You will drive adoption, engagement, and measurable outcomes, acting as a trusted advisor across executive stakeholders.

You will collaborate with Professional Services, Support, Product, Education, and Engineering to deliver exceptional customer experiences from onboarding through ongoing success.

Qualifications

• 3–7 years of Customer Success, Customer Experience, Consulting, Professional Services, or related roles.
• Experience managing enterprise customer relationships.
• Strong executive communication skills; ability to present to executives.

Responsibilities

• Own a portfolio of enterprise customers post-implementation.
• Develop strategic Success Plans aligned to customer objectives.
• Drive adoption, engagement, and business outcomes.
• Identify adoption barriers and craft proactive strategies.
• Conduct regular health checks and executive reviews.

Skills

Customer Success

Executive communication

Enterprise relationships

Accounts management

Executive presentations

Communication skills

AI in customer engagement

Tools

Zendesk

Asana

AI productivity tools

BI/reporting tools

Job description

Company Description Structured is transforming the way enterprise organizations engage, enable, and activate their partner ecosystems through AI-powered channel marketing.

Our platform combines intelligent content management, personalization, AI assistants, campaign automation, partner engagement, and analytics to help some of the world's largest technology companies—including Microsoft, IBM, Google, ServiceNow, Zoom, Hitachi and many others—scale global partner programs with greater efficiency and measurable business impact.

As an AI-first SaaS company with teams across North America, Europe, the Middle East, and India, we're building the next generation of customer experiences. We're looking for passionate, customer-obsessed professionals who enjoy solving complex business challenges and helping enterprise customers realize measurable value from innovative technology.

We are seeking a highly motivated Customer Success Manager to join our growing Customer organization. This role is responsible for ensuring customers successfully adopt, expand, and realize value from the Structured platform throughout their lifecycle.

Unlike traditional account management roles, our Customer Success Managers focus on customer outcomes—not commercial ownership. You'll become a trusted advisor to enterprise customers, helping them maximize platform adoption, accelerate partner engagement, identify opportunities for optimization, and build long-term strategic relationships.

You'll work closely with Professional Services, Customer Support, Product, Customer Education, PMO, Engineering, and Account Management to deliver exceptional customer experiences from implementation through ongoing success.

If you enjoy building relationships, solving business challenges, leveraging AI technology, and partnering with executive stakeholders, we'd love to hear from you.

What You'll Do

Customer Success & Adoption

• Own a portfolio of enterprise customers throughout their post-implementation lifecycle
• Develop strategic Success Plans aligned to each customer's business objectives
• Drive customer adoption, engagement, and measurable business outcomes
• Identify adoption barriers and develop proactive success strategies
• Conduct regular health checks and executive business reviews
• Ensure customers maximize value from Structured's AI-powered platform
• Build trusted relationships across customer organizations
• Partner with executive sponsors and operational stakeholders
• Understand customer business objectives and strategic initiatives
• Provide best-practice guidance for platform utilization
• Become a subject matter expert in partner marketing and AI-enabled customer engagement

Customer Health Management

• Monitor customer health, adoption, utilization, and engagement metrics
• Identify risks early and lead mitigation plans
• Coordinate recovery plans for at-risk customers
• Drive customer advocacy and reference opportunities
• Maintain accurate health scores and customer success plans

Cross-Functional Leadership

Work closely with:

• Professional Services during onboarding and migrations
• Customer Support for issue escalation and resolution
• Customer Education to improve enablement and adoption
• Product Management by representing customer feedback
• Account Management to identify expansion opportunities

Customer Advocacy

Serve as the internal voice of the customer by:

• Identifying common customer challenges
• Providing structured customer feedback to Product
• Helping shape future customer experiences
• Supporting Customer Advisory Board initiatives
• Help customers successfully adopt AI-powered capabilities
• Guide customers through AI best practices and change management
• Interpret platform analytics and recommend improvements
• Stay current on AI trends impacting enterprise marketing and partner ecosystems

What Success Looks Like

Within your first year you will:

• Build trusted relationships with your customer portfolio
• Achieve strong customer health across assigned accounts
• Improve customer adoption and utilization metrics
• Successfully conduct executive business reviews
• Reduce customer risk through proactive engagement
• Contribute customer feedback that influences product direction
• Become a trusted strategic advisor for enterprise customers

What You'll Bring

Required Experience

• 3–7 years of Customer Success, Customer Experience, Consulting, Professional Services, or
• Experience managing enterprise customer relationships
• Strong executive communication skills
• Experience driving customer adoption and business outcomes
• Ability to manage multiple strategic accounts simultaneously
• Experience presenting to executive stakeholders
• Excellent written and verbal communication skills

Preferred Experience

• AI-powered software platforms
• Partner ecosystems or channel marketing
• Enterprise software implementation

Technical Skills

Experience with platforms such as:

• Zendesk or similar support platforms
• Asana or project management platforms
• AI productivity tools (ChatGPT, Microsoft Copilot, Claude or similar)
• Business intelligence and reporting platforms

Personal Attributes

We're looking for someone who is:

• Curious and analytical
• Strategic in their thinking
• Comfortable with ambiguity
• Exceptionally organized
• Proactive rather than reactive
• Adaptable and eager to learn
• Passionate about AI and emerging technology

Why Join Structured?

You'll have the opportunity to:

• Work with some of the world's largest enterprise technology companies
• Help shape the future of AI-powered customer engagement
• Influence product strategy through customer insights
• Join a rapidly growing SaaS organization
• Work alongside talented global teams
• Build your career in one of the fastest-growing areas of enterprise software