About the RoleThis is an enterprise customer-facing role focused on strategic relationship management and retention. You'll own our highest-value enterprise accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world's leading technology companies.
This role requires strong relationship-building skills, commercial acumen, and experience managing complex enterprise stakeholder relationships. You'll be responsible for transforming reactive account management into proactive strategic partnerships that drive measurable business outcomes.
Key Responsibilities- Own and manage enterprise customer portfolio
- Establish regular touch points and quarterly business reviews with key stakeholders across
- Build relationships with leadership and technical decision-makers
- Create comprehensive account mapping across multiple functions and product teams
- Drive cross-functional adoption and strategic initiatives
- Identify and develop growth opportunities based on product usage and business needs
- Partner with sales team on account planning and expansion opportunity development
- Implement proactive retention strategies and early warning systems for at-risk accounts
- Create processes for enterprise onboarding, adoption, renewal, and expansion
- Own customer health scoring and success measurement
- Build customer advocacy programs
- Work with Product team to translate feedback into product requirements
- Collaborate with Support on technical issue resolution
- Partner with Marketing on customer advocacy, testimonials, and thought leadership
- Align with Sales on seamless account management and growth strategies
This role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization.
Success MetricsYou'll be measured on customer retention, expansion opportunity generation, customer satisfaction, and your ability to build scalable processes that support our growth. Success in this role means transforming enterprise account management from reactive to strategic, with measurable impact on customer outcomes and business growth.
Required Technical Qualifications- Experience in customer-facing technical roles and managing Enterprise customers
- Strong communication skills with the ability to explain technical concepts clearly
- Strong eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platform
- Experience with web development (HTML, CSS, JavaScript)
- Familiarity with Git workflows and version control concepts
- Understanding of API documentation and technical writing principles
- Experience working with customer data across multiple platforms
- Comfortable with product analytics tools
- Ability to create automation workflows across customer success tools
Additional QualificationsNice to have, not required
- 5+ years in Customer Success or Technical Account Management
- Background in developer tooling, API products, or technical documentation
- Comfortable with prompt engineering and experience with AI/ML applications
Company Benefits:- Competitive compensation and equity
- 20 days paid time off every year
- 401k or RRSP
- $420/month wellness stipend
- 100% coverage for Health, dental, vision (within the US)
- Free Ubers to and from the Mintlify office
- Free lunch and dinners while working at the Mintlify office
- Annual team offsite (previously went to Alaska, Hawaii)
