Customer Success Manager (Bilingual - Spanish / English)

Protex AI Limited; United States; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Company Laptop

Employee Stock Option Programme

Monthly Company Events

Pension Scheme

Health Insurance & Wellbeing Allowance

Truly Unlimited Holidays

Nomad Working for 20 Days

Remote and Hybrid Working

Job summary

Protex AI Limited seeks an Enterprise Client Strategist to guide enterprise clients from late-stage sales through rollout, adoption, and expansion. You’ll translate safety and operational goals into measurable platform outcomes while building trusted relationships with site operators and executives.

In this role, you’ll drive adoption, coordinate cross-functional teams, and lead executive reviews to maximize ROI and net retention across your portfolio.

Qualifications

• 5+ years in client success, account management or program delivery in B2B SaaS.
• Experience influencing adoption and net revenue retention across a portfolio.
• Ability to lead discovery, develop strategic plans and link usage to outcomes.
• Executive presence and clear communication across clients and leadership.
• Experience with AI, computer vision, or safety tech is a bonus.

Responsibilities

• Guide enterprise clients from late-stage sales through rollout, adoption and expansion.
• Build trusted relationships with site operators and executives to drive ROI.
• Translate client goals into platform strategies and measurable outcomes.
• Host recurring business reviews connecting usage to risk reduction and efficiency gains.
• Coordinate multi-site rollouts and align stakeholders to go-live milestones.
• Escalate blockers and partner with teams to ensure timely resolutions.

Skills

Enterprise account management

Strategic advisory

Stakeholder management

Cross-functional collaboration

SaaS adoption

Relationship building

Job description

• Internally known as our “Enterprise Client Strategist”. An Enterprise Client Strategist is a motivator, trusted advisor, and strategic coordinator responsible for guiding enterprise clients through their journey with Protex AI. You’ll guide clients from late-stage sales through rollout, adoption, expansion, and ongoing optimization - translating their safety and operational goals into measurable platform outcomes
• This role blends relationship management, project coordination, and commercial awareness. You’re not a technical support rep, but you bring strong platform fluency and know how to remove blockers, align stakeholders, and connect adoption to business results. You’re curious, empathetic, and comfortable navigating ambiguity across complex organizations
• Reports to: Director of Client Experience
• Portfolio: 8–12 enterprise accounts, covering roughly $1.5–$3M+ ARR
• Team context: Part of a growing CS team with peers in similar roles across regions
• Success Targets:
• Time to Measurable Impact (TTMI): Target 60-90 days from user access date
• Net Retention Rate: Target 120%+ across your portfolio
• NPS: Target of 65+ across the team
• Client Health: Proactive account management with no unexpected churn
• Expansion: Identify and support expansion opportunities; partner with Commercial on pipeline
• Client Relationship & Value Delivery
• Build trusted relationships with both site-level operators and executive stakeholders
• Translate client goals into platform strategies and action plans that lead to measurable impact (TTMI)
• Host recurring business reviews that connect platform usage to outcomes executives care about: risk reduction, efficiency gains, scalability, and ROI
• Know when to listen, lead, escal…; you’re attuned to organizational dynamics and protect trust through every interaction with preparedness and professionalism
• Platform Adoption & Guidance
• Coach clients on using Protex AI to drive safety, operational, and cultural improvements
• Maintain deep platform fluency to set realistic expectations and develop site-specific usage strategies, platform configurations, reporting, and site investigations
• Embed Protex into daily operations by aligning platform usage with client SOPs and workflows
• Monitor usage, spot early signs of disengagement, and lead recovery efforts before they escalation
• Escalate technical or product blockers with clear context so internal teams can act quickly
• Project Coordination & Rollouts
• Drive rollout timelines and milestone delivery in partnership with Commercial and Implementation, supporting the 45-day Time to Live target from device delivery to cameras connected
• Coordinate multi-site rollouts; keep stakeholders aligned and momentum steady with accountability
• Identify and resolve workflow friction, client-side or internal, before it becomes a blocker
• Pre-Sale & Expansion Support
• Join late-stage sales conversations to showcase the client journey and set realistic expectations
• Partner with Commercial to align pilot scope with long-term adoption and growth goals
• Deliver value narratives that support expansion conversations and contract renewals
• Cross-Functional Collaboration
• You sit at the intersection of strategy, delivery, and growth. Across all partnerships, you drive timeline accountability while functional owners deliver on their expertise. Here’s how you’ll work with other teams in delivering a unified, high-impact client experience
• Sales & Account Management: Partner from late-stage sales through expansion. They own commercial strategy and executive relationships; you own adoption and the value narrative that supports expansion
• Implementation: Coordinate on rollout execution. They own technical delivery; you’ll drive rollout timelines and keep sites on track toward go-live
• Support: Triage and elevate issues. You’ll advocate for clients and hold teams accountable for resolution timelines
• Product: Relay feedback. Contribute to roadmap discussions with real-world context
• Marketing: Spotlight client wins and identify potential advocates or case study opportunities
• Engineering: Facilitate R&D partnerships and early-access programs with strategic accounts

Benefits

• Company Laptop (Choice of Mac or Windows)
• Participation in Employee Share Option Programme
• Monthly Company Events
• Pension Scheme
• Health Insurance & Wellbeing Allowance
• Truly Unlimited Holidays
• Nomad Working for 20 Days
• Remote and Hybrid working opportunities

Proven track record owning enterprise accounts with measurable retention and expansion resultsExperience influencing adoption and net revenue retention across a portfolio5+ years in client success, account management, or program delivery in B2B SaaSEHS, manufacturing, or facility operations background is a strong plusProven ability to lead discovery, develop strategic plans, and connect usage to commercial outcomesNavigates ambiguity, drives complex multi-phase projects to completion, and influences without formal authorityExecutive presence and clear communication that builds trust across clients and internal leadershipAble to translate technical concepts into actionable recommendations for both technical and non-technical stakeholdersConfident navigating SaaS platforms and guiding clients on usage strategyExperience with AI, computer vision, or safety technology is a bonus