Strategic Customer Success Manager

About Enterpret As the world moves to AI native applications, one element matters more than anything: the data. At Enterpret, we are unlocking the most impactful dataset for businesses, customer feedback. We centralize feedback across every source, like Twitter, Salesforce, Zendesk, Slack, Intercom, community forums, surveys, and Gong calls, into a single knowledge graph. On top of it we build an adaptive taxonomy for each customer and an agent platform that lets teams query, monitor, and act on customer intelligence wherever they work, whether that's inside Enterpret, in Slack, or in their own AI tools through our MCP server. Our customers include companies like Canva, Notion, WisprFlow, ElevenLabs, OpenRouter, Western Union, and several other Product Led Growth decacorns and F500 companies.We are backed by Kleiner Perkins, Sequoia Capital India, and Unusual Ventures. Read more about our team, core values, and operating principles here . The Role We've built the agentic platform to deploy self improving customer experiences. Now we build systems that scale those solutions.How our CSMs actually work The buck stops with you. You will own and be accountable for the success of your customers. Not their happiness, their success. You own a number. CSMs at Enterpret carry real business targets. No red/yellow/green theater. Your operating rhythm is agent-led. Portfolio reviews, renewal prep, onboarding status, and upsell forecasting run on agents built against our own Knowledge Graph. You review, correct, and act on what the agents surface, and you improve the agents when they miss. You build the automation you wish you had. Our CSMs write and maintain their own agent skills: account briefs before every call, exec engagement mapping, usage reports for renewal conversations, churn risk sweeps, case study drafts. If you do something manually twice, we expect you to ask whether an agent should do it the third time. You deploy agents with your customers, not just for yourself. The product you support is an agent platform. You will help customers connect to Claude/Codex/Factory and their other AI tools through MCP, stand up custom agents on their feedback data (support QA coaches, VoC digests, launch monitors), and turn those into the use cases that drive renewal and expansion. You tell stories with data. Monthly and quarterly reviews are grounded in evidence from the customer's own feedback: quantified themes, quotes, and outcomes, not usage screenshots. What Customer Success at Enterpret is Driving positive business outcomes for our customers. Increased revenue, reduced churn, and better user activation are more meaningful than monthly active users. Providing value that goes above and beyond what is currently possible within the product itself. We are the external representatives of our company, and we solve our customers' problems even when the product isn't quite there yet, increasingly by building agents that close the gap. Owning a full book of business from onboarding through activation, renewal, and upsell. We aim to build multi-year partnerships with our customers. We are not transactional. Being an advocate for our customers so that our product and engineering teams continue to build the right products for them. What better way to validate product ideas than to prove they are useful? What Customer Success at Enterpret is NOT Only caring about vanity metrics like usage statistics or red/yellow/green statuses Being strictly reactive and waiting for our customers to bring us problems Being a human ticket router. We built a Scaled Success function and AI support agent so you don't have to be. Doing absolutely everything a customer asks for, regardless of whether it is the optimal solution for them A successful candidate will Have owned a revenue number (NRR, expansion, or renewal) for an enterprise or PLG book of business and be able to walk through how they hit it Be a hands-on daily user of AI tools like Claude, and be genuinely…