Customer Success Manager (AI Enterprise)

Almetra; United States; Remote; USD 90,000 - 140,000; Full time

Benefits offered by this job

Stock options

Team retreats

Flexible working hours

Job summary

Almetra is building an early Customer Success function and seeks a senior CS professional to own a portfolio of accounts from day one, guiding the full lifecycle and helping shape product strategy. The role requires credibility to bring the customer voice into internal decision-making and to drive expansion opportunities across manufacturing enterprises.

You will lead onboarding, ongoing engagement, and executive business reviews, while proactively improving CS processes and tooling.

Qualifications

• 3+ years in a customer-facing role with enterprise clients preferred.
• Ability to navigate large, matrixed organizations.
• Track record of retaining and expanding accounts commercially.
• Strong communication with technical and executive audiences.

Responsibilities

• Own net revenue retention, customer health, and retention across your portfolio.
• Lead onboarding, ongoing engagement, and executive business reviews for complex manufacturing enterprises.
• Facilitate cross-functional alignment between customer teams and internal stakeholders.
• Proactively monitor performance, identify expansion opportunities, and advise on best practices.
• Manage escalations end-to-end, maintaining high customer satisfaction.
• Enrich CS infrastructure with playbooks, health scoring, processes, and tooling.
• Represent the customer perspective in product and strategy discussions.

Skills

NRR ownership

Executive reviews

Cross-functional leadership

Customer expansion

Job description

This is a foundational hire. You will join Almetra’s early Customer Success function and own a series of accounts with the full customer lifecycle from day one. You will operate as a senior player: carrying your own book while continuously building the infrastructure for the team.

The right person is commercially sharp, operationally organized, and credible enough to bring the customer voice meaningfully into product and strategy conversations.

What You’ll Do

• Own NRR, gross retention, and customer health across your account portfolio

• Lead onboarding, ongoing engagement, and executive business reviews for complex manufacturing enterprises

• Facilitate cross-functional alignment between customer technical and operations teams and our internal stakeholders

• Proactively monitor solution performance, identify expansion opportunities, and advise on best practices

• Manage escalations end-to-end, maintaining high customer satisfaction

• Enrich CS infrastructure in parallel: playbooks, health scoring, processes, tooling

• Represent the customer perspective in internal product and strategy discussions

What We’re Looking For

• 3+ years in a customer-facing role, ideally with enterprise clients in manufacturing or industrial environments

• Proven ability to navigate large, matrixed organizations

• Track record of both retaining and expanding accounts commercially

• Strong communication and stakeholder management skills across technical and executive audiences

• Comfortable building process where little exists

• Fluent in English; additional languages a plus

• Willingness to travel as needed

What we offer

Employee Share Options Program for all permanent employees*

An increasing benefits list: currently includes Urban Sports club and quarterly team retreats.

Be on the forefront in defining what artificial intelligence means in manufacturing

Gain hands-on experience in working in an AI-first software company

Supportive and inclusive culture that values diversity and promotes the advancement of underrepresented groups within the company

Collaborate with a diverse (currently more than 10 nationalities) and talented team, working on cutting-edge projects with real-world impact

Network with professionals and leaders in the field, opening doors to potential future career opportunities

We have a very flat hierarchy, open 360 feedback, and flexible working hours

Ethics: We are committed to developing ethical AI software

Don’t meet all the requirements?

Almetra is committed to creating a workplace that is diverse, fair, and inclusive. We encourage candidates from all backgrounds, even if they do not meet every qualification, to submit their application. We firmly believe that having a team with diverse perspectives only strengthens our company and drives innovation. Our commitment also extends to providing an accessible environment for everyone, including those with disabilities. Please let us know if you require any accommodations during the application process or while working with us, and we will do our best to support you.

*Only full-time, permanent roles are eligible for stock options. Part-time roles, contract roles, work-student, internships and freelance roles are not eligible for stock options.