Senior Customer Success Manager, Strategic Accounts

We are looking for a Senior Customer Success Manager to own relationships with some of our largest and most strategic enterprise customers. You'll help customers translate their business priorities into measurable outcomes with Stensul, drive adoption across complex organizations, build strong executive partnerships, and identify opportunities to deepen and grow those relationships over time.

What you'll do

As a Senior Customer Success Manager, Strategic Accounts, you'll own the long-term success of a portfolio of large enterprise customers. You'll understand their business objectives, map the stakeholders and workflows that matter, and build a strategy that drives adoption, measurable value, retention, and growth.

You'll serve as a strategic partner to customers and the quarterback for their needs internally, working across Account Management, Product, Marketing, Support, and other teams to ensure customers get the most value from Stensul.

The accounts you'll work with are complex enterprise organizations, and the conversations will increasingly center around AI strategy, governance, workflow transformation, adoption, and measurable business impact.

• Deliver value and customer satisfaction across the customer lifecycle, from onboarding through adoption, growth, and renewal
• Own and execute strategic account plans for a portfolio of large, complex enterprise customers
• Build strong relationships with key stakeholders and executive sponsors, from C-level leaders to end users
• Understand customer business objectives and define measurable KPIs and success plans tied to outcomes with Stensul
• Drive adoption across teams, business units, and workflows by identifying opportunities, barriers, and best practices
• Identify risks early and build proactive action plans to protect customer outcomes and retention
• Identify opportunities to expand Stensul's footprint and partner with the broader account team to execute growth opportunities
• Lead strategic business reviews that connect platform adoption and customer outcomes to broader business priorities
• Translate customer workflow challenges into opportunities for greater value through Stensul, including AI-enabled and governed content creation
• Monitor adoption and engagement trends and use data to guide customer strategy
• Serve as the voice of the customer internally, partnering with Product, Marketing, and other teams to improve the customer experience and inform our roadmap
• Help strengthen the Customer Success organization by contributing to internal initiatives, best practices, and scalable ways of working

What you'll need

• 6+ years of relevant experience in Customer Success or account management at a SaaS or AI company, ideally supporting large enterprise customers
• Proven experience owning and growing a book of business within large, complex enterprise organizations
• A track record of meeting or exceeding retention goals and delivering measurable customer outcomes
• Experience developing strategic account plans, mapping stakeholders, and building multi-threaded relationships across complex organizations
• Strong executive presence and experience advising and presenting to C-level stakeholders
• Commercial experience supporting renewals, expansion opportunities, and customer negotiations
• Ability to translate customer business priorities into measurable success plans and compelling value stories
• Strong analytical, relationship-building, communication, and strategic problem-solving skills
• Experience working effectively within cross-functional account teams
• Understanding of the digital marketing ecosystem, with experience in email technology, marketing operations, or adjacent platforms a plus
• A bias toward action and ownership. You identify what needs to happen, build the plan, and drive it forward

Compensation & benefits

• Base salary: $110,000 - $150,000, plus variable compensation
• Equity - everyone has a stake in our growth
• Comprehensive medical, dental, and vision for you and dependents
• 401(k), life insurance, commuter benefits, parental leave
• Flexible time off + regular company Recharge Days

This is a hybrid role based out of our New York City headquarters. Compensation ranges reflect this location and our openness to candidates across multiple levels of experience. Actual compensation is based on factors such as skills, qualifications, and experience.