Enterprise Customer Success Manager

Growth Protocol, Inc.; United States; Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid Work Schedule in NYC

Remote option

100% Company Paid Health, Dental, and视

401K Matching

Pet-friendly office

Job summary

Growth Protocol seeks an experienced Enterprise Customer Success Manager to partner with C-level stakeholders, align technical deployment with business goals, and drive measurable ROI for our AI-powered growth platform.

You will shape customer strategy, translate technical needs for product and delivery teams, and own expansion within strategic accounts, focusing on high-impact use cases and successful adoption.

Qualifications

• 5–10 years of experience in Customer Success, Strategic Consulting, or Technical Account Management.
• Proven ability to manage $1M+ enterprise ARR with VP/C-level visibility.
• Strong technical depth across product architectures, data pipelines, APIs, and AI models.

Responsibilities

• Own and expand relationships with VP and C-level stakeholders across Strategy, Innovation, Market Intelligence, and Digital Transformation.
• Translate complex technical needs between clients and product/engineering teams.
• Lead engagements from onboarding to expansion with success plans and ROI milestones.
• Collaborate across Sales, Delivery, Product, and FDE to drive growth strategies.
• Guide use case discovery and platform integrations with the neuro-symbolic engine.
• Generate customer success stories and co-marketing references with Sales.

Skills

Executive presence

Boardroom communication

Strategic thinking

Stakeholder management

Technical acumen

B2B SaaS experience

Education

Bachelor's degree in Business/CS/related

Tools

CRM systems (Salesforce)

Data analytics concepts

Job description

ABOUT THE COMPANY

Growth Protocol is an Enterprise Reasoning Platform headquartered in New York. We help enterprises turn strategy into action by combining a neuro-symbolic reasoning core, seamless data activation, and agentic workflows. Our platform reduces execution drag, accelerates growth, and delivers measurable business outcomes for some of the world’s most complex organizations.

JOB DESCRIPTION

We are seeking a highly experienced, strategic, and technically astute Enterprise Customer Success Manager who can partner directly with senior enterprise stakeholders, including C-suite executives, to ensure the successful adoption and business impact of Growth Protocol’s AI-powered growth intelligence platform.

You will play a pivotal role in shaping customer strategy, aligning technical implementation with executive-level business goals, and driving Net Revenue Retention (NRR). This is not a support role, this is a strategic partner role requiring technical depth, executive presence, and commercial acumen.

OBJECTIVES OF THE ROLE

• Own and expand relationships with VP and C-level stakeholders across Strategy, Innovation, Market Intelligence, and Digital Transformation teams. Act as a strategic advisor capable of understanding complex business objectives and aligning Growth Protocol’s capabilities to high-impact use cases.

• Develop a deep understanding of Growth Protocol’s technical capabilities and serve as the technical translator between client stakeholders and our internal product, engineering, and delivery teams.

• Lead customer engagements from onboarding through expansion by orchestrating success plans, roadmaps, and outcomes that align platform adoption to measurable ROI. Accountable for NRR, adoption, usage, and strategic expansion within your accounts.

• Serve as the connective tissue between Sales, Delivery, Product, and FDE teams—co-developing client growth strategies, surfacing platform gaps, and driving product evolution via customer feedback.

• Help clients unlock new applications and workflows using Growth Protocol’s proprietary neuro-symbolic reasoning engine. Guide teams through use case discovery, platform integrations, and decision-making frameworks.

• Proactively generate customer success stories, co-marketing opportunities, and references in partnership with sales and marketing.

WHAT ARE WE LOOKING FOR

• 5–10 years of experience in Customer Success, Strategic Consulting, or Technical Account Management within high-growth B2B SaaS, AI, or analytics companies.

• Proven experience managing $1M+ enterprise ARR accounts with VP and C-level stakeholder visibility.

• Strong technical acumen—comfortable working across product architectures, data pipelines, APIs, dashboards, and AI models. Prior experience with AI/ML, analytics platforms, or complex SaaS workflows is highly preferred.

• Executive presence, outstanding communication, and the ability to confidently drive boardroom-level conversations.

• Demonstrated success in increasing NRR by leading value-based adoption, identifying whitespace opportunities, and influencing renewal/expansion strategies.

• Excellent project management and cross-functional coordination skills; able to navigate complexity and ambiguity while aligning internal teams to customer outcomes.

PREFERED BACKGROUND

• Experience in growth strategy, market intelligence, corporate development, or management consulting.

• Exposure to or experience within enterprise domains like Consumer Health, CPG, Industrials, or Insurance.

• Technical education or certifications in data science, computer science, analytics, or AI a strong plus.

PERKS

• Competitive compensation and equity in a rapidly growing company

• 100% Company Paid Health, Dental, and Vision Insurance

• 401K Matching

• Hybrid Work Schedule in NYC, or Remote

• Pet-friendly office