Enterprise Customer Success Manager - USJoin our AI platform as an Enterprise Customer Success Manager focused on our high-value US customer portfolio. You'll be responsible for managing $1.5M+ in ARR while driving expansion, retention, and customer advocacy across our fastest-growing market.
About This RoleAs a Customer Success Manager at Plotline, you are the strategic partner to our customers - ensuring they extract maximum value from the platform, hit their engagement goals, and grow with us over time. You own the customer relationship post-sale: driving product adoption, championing use cases, leading business reviews, owning renewals, and identifying expansion opportunities.
This is a business-outcome-driven role. You'll be deep in understanding each customer's engagement strategy - their goals, their gaps, and how Plotline's platform can solve problems they didn't even know they had. You're equal parts consultant, product evangelist, and commercial strategist.
Key Challenges You'll Solve- Customer Retention & Growth - Maintain 95%+ gross revenue retention while driving 120%+ net revenue retention across your portfolio
- Value Realization - Ensure customers achieve measurable ROI and business outcomes through strategic implementation of our AI personalization platform
- Cultural Navigation - Build deep relationships across diverse business cultures and decision-making processes in the US market
- Technical Partnership - Bridge the gap between complex AI/ML capabilities and business value for technical and non-technical stakeholders
Outcomes Expected- Gross retention: 95%+ across your book of business
- Product adoption depth: Maintain a healthy book -
- Time to value: Customers achieve measurable business impact within the first 60 days
- Expansion pipeline: Generate qualified expansion opportunities worth 25%+ of your portfolio's ARR annually
- Executive engagement: Multi-threaded relationships in 70%+ of accounts (not single-threaded with one champion)
Responsibilities- Product Adoption & Value Realization (30%)
- Own the adoption journey - ensure customers move beyond basic campaigns to leverage the full breadth of Plotline
- Proactively bring use case ideas to customers based on their vertical, user base, and engagement goals - you're not waiting for them to ask
- Conduct regular use case workshops and strategy sessions to map Plotline capabilities to customer KPIs (DAU, retention, conversion, ARPU)
- Monitor product usage patterns and flag underutilization
- Build and share best practices, playbooks, and success stories from across the customer base to inspire new use cases
- Ensure customers see measurable business impact from Plotline within the first 90 days
2. Renewal Ownership (30%)- Own the renewal conversation end-to-end - from early health signals through commercial negotiation and contract execution
- Maintain a rolling view of renewal timelines, customer health scores, and risk indicators across your book of business
- Identify and mitigate churn risks early - declining usage, stakeholder changes, competitive evaluations, unresolved pain points
- Build the business case for renewal: compile ROI data, campaign impact metrics, and adoption milestones that make renewal a no-brainer
- Coordinate with Finance and Sales on renewal pricing, contract terms, and billing logistics
- Target: 95%+ gross retention across your portfolio
3. Strategic Customer Engagement (20%)- Run regular business reviews (QBRs/MBRs) with customer stakeholders - presenting adoption metrics, campaign performance, ROI analysis, and a forward-looking engagement roadmap
- Build multi-threaded relationships across the customer org - product, marketing, growth, engineering, and leadership
- Understand each customer's broader business context - their competitive landscape, seasonal priorities, and strategic initiatives - and position Plotline as a lever for those goals
- Serve as the trusted advisor customers turn to when planning new product launches, seasonal campaigns, or engagement experiments
- Translate Plotline's product roadmap into customer-relevant narratives - "here's what's coming and here's how it helps you"
4. Expansion & Revenue Growth (15%)- Identify upsell and cross-sell opportunities
- Package and hand off qualified expansion opportunities to Account Managers with full context - customer pain points, use cases, stakeholder mapping, and commercial signals
- Track leading indicators of expansion readiness: hitting impression caps, requests for new channels, new business units showing interest
5. Escalation Management, Product Roadmap & Cross-Functional Coordination (5%)- Oversee customer escalations - the support team handles day-to-day tickets and bugs, but you own the customer relationship and step in when issues risk customer satisfaction or retention
- Ensure critical issues are prioritized, communicated transparently, and resolved within SLA
- Synthesize customer feedback into actionable product requests - represent the voice of the customer in internal roadmap and prioritization discussions
- Coordinate with Product, Engineering, and Support to ensure your customers' needs are heard and addressed
RequirementsMust-Have- 2-5 years in Customer Success, Account Management, or Strategic Consulting at a B2B SaaS company - ideally in martech, engagement platforms, or mobile-first products
- Enterprise Customer Experience: Proven track record managing $800K+ ARR portfolios with strong retention and expansion metrics
- Commercial acumen: Comfortable owning renewal conversations, building ROI narratives, and navigating pricing discussions
- Strategic thinking: You can connect a customer's business goals to specific product capabilities and build a roadmap to get there
- Use case creativity: You naturally think in terms of "here's how you could use this to solve X" - you bring ideas to customers, not just react to requests
- Stakeholder management: Experience building relationships across product, marketing, growth, cultures and C-suite - and navigating complex, multi-stakeholder orgs,
- Communication: Exceptional communication skills - whether in a QBR presentation, a Slack message, or an escalation summary, communicating with global teams across time zones
- Ownership: Comfortable managing 30+ accounts end-to-end with full accountability for retention
Nice-to-HaveBackground in consumer fintech, e-commerce, gaming, or super-app verticals
Track record of driving net revenue retention >120%
Fast-moving team - new features ship weekly, giving you fresh tools and stories to bring to every customer conversation
Ownership culture - you own your accounts end-to-end, and your impact is directly measurable
