Hiring: Customer Success Account Manager

Title: Customer Success Account Manager

Location: Remote

Hiring Manager: Rachel Keeney, Head of Customer Success

Apply Here‍

About the Role:

We're looking for a Customer Success Account Manager to join our team and play a critical role in driving customer retention and growth. In this role, you'll work closely with our Head of Customer Success to ensure flawless execution of our customer success activities. You'll lead the day-to-day management of our enterprise client relationships—capturing every detail, creating customer education materials, following up on all commitments, and ensuring everything is prepared and delivered on time.

Key Responsibilities:

• Project manage the complete customer lifecycle for enterprise accounts, from onboarding through expansion and renewal
• Lead day-to-day customer success operations, ensuring 100% capture and completion of all customer commitments and action items
• Document all notes from customer calls and maintain comprehensive account charters (AI notetaking is prohibited with many enterprise clients)
• Coordinate with internal teams (Product, Engineering, Sales) to clearly communicate deliverables, ownership, and deadlines
• Serve as a trusted advisor to enterprise customers, providing strategic guidance on how to maximize value from the Narratize platform
• Create and deliver customer training materials, including decks, Storylane guides, Loom videos, and in-app training using Intercom
• Monitor and manage the support@narratize.com inbox, triaging requests and escalating concerns as appropriate
• Drive customer success metrics including adoption, engagement, and business value realization
• Maintain exceptional attention to detail across all customer touchpoints to build trust with every interaction
• Collaborate with the Head of CS with client renewals and identifying expansion opportunities
• Stay current on industry trends in AI-powered product development

Who You Are:

• Passionate about customer success with a genuine desire to see clients thrive
• Strategic thinker who can connect product capabilities to business outcomes
• Exceptionally detail-oriented with ability to ensure nothing falls through the cracks
• Proactive problem-solver who anticipates customer needs before they become issues
• Outstanding communicator with executive presence, both written and verbal
• Natural relationship builder with high social-emotional intelligence
• Comfortable managing multiple enterprise accounts simultaneously
• Able to influence and guide C-level stakeholders
• Self-starter who thrives in ambiguity and can create structure from scratch
• Curious and eager to understand the "why" behind customer needs and challenges
• Accountable team player who consistently delivers on commitments
• Able to thrive in a fast-paced, dynamic startup environment

Requirements:

• Bachelor's degree or equivalent experience required
• 3-5+ years of experience in customer success, account management, or similar client-facing role
• Proven track record managing enterprise B2B SaaS accounts
• Experience with customer success tools
• Proficiency with Google Workspace, CRM systems, and collaboration tools
• Strong project management skills with experience managing complex, multi-stakeholder initiatives
• Technical aptitude to understand and communicate product capabilities effectively
• Experience working in small teams where wearing multiple hats is essential
• Nice to have: experience or knowledge of R&D, New Product Development and/or enterprise innovation team processes

Role Details

• Remote (Cincinnati region preferred, but not required)
• Benefits Package
• Flexible schedule / remote work
• Family-friendly policies 
• Open paid time off
• Paid parental leave

About Narratize: Narratize is the product innovation platform designed to help you bring superior products to market faster, smarter, and with greater impact. This is the AI for New Product Innovation. Narratize streamlines workflows and automates documentation from the seed of an idea through development, validation, regulatory, and market launch so that, like our innovative customers, you get to market 46% faster. 

Why Narratize: At Narratize, you will be part of a forward thinking team at the intersection of AI and product innovation. We offer a collaborative and stimulating work environment where your ideas and expertise will be valued. Join us in revolutionizing the way innovators leverage AI to shape the future.

If you are passionate about working in a mission-driven and scaling start-up, AI innovation, and pushing the boundaries of what's possible, we encourage you to apply and be a driving force behind Narratize's mission.

Follow this link to apply