Customer Success Manager

Job description

We are a Site Intelligence company transforming how industrial businesses operate. Our platform turns your existing infrastructure into a source of actionable operational intelligence, enabling teams to see what's happening, understand why, and improve continuously. By surfacing the operational signals that reports miss, we help the world's largest logistics, manufacturing, and warehousing operators stay one step ahead, making operations visible and driving proactive safety. We're a fast-growing, high-agency team building category-defining products by leveraging the latest technologies in computer vision and AI. Industry leaders like DHL, Amazon, and Tesla trust Protex AI to drive measurable safety improvements, achieving an average 64% risk reduction within just three months of deployment. Operating in 20+ countries, Protex is the go-to safety partner for Fortune 500 manufacturing and logistics enterprises, transforming workplace safety with real-time, AI-powered insights. **Job Overview:** Internally known as our "Enterprise Client Strategist". An Enterprise Client Strategist is a motivator, trusted advisor, and strategic coordinator responsible for guiding enterprise clients through their journey with Protex AI. You'll guide clients from late-stage sales through rollout, adoption, expansion, and ongoing optimization - translating their safety and operational goals into measurable platform outcomes. This role blends relationship management, project coordination, and commercial awareness. You're not a technical support rep, but you bring strong platform fluency and know how to remove blockers, align stakeholders, and connect adoption to business results. You're curious, empathetic, and comfortable navigating ambiguity across complex organizations. **Reports to:** Director of Client Experience **Portfolio:** 8–12 enterprise accounts, covering roughly $1.5–$3M+ ARR **Team context:** Part of a growing CS team with peers in similar roles across regions **Location:** Any state in EST (Eastern Standard Time) ## Success Targets: - **Time to Measurable Impact (TTMI):** Target 60-90 days from user access date - **Net Retention Rate:** Target 120%+ across your portfolio - **NPS:** Target of 65+ across the team - **Client Health:** Proactive account management with no unexpected churn - **Expansion:** Identify and support expansion opportunities; partner with Commercial on pipeline ## Key Responsibilities: Client Relationship & Value Delivery - Build trusted relationships with both site-level operators and executive stakeholders. - Translate client goals into platform strategies and action plans that lead to measurable impact (TTMI). - Host recurring business reviews that connect platform usage to outcomes executives care about: risk reduction, efficiency gains, scalability, and ROI. - Know when to listen, lead, escalate, or step back; you're attuned to organizational dynamics and protect trust through every interaction with preparedness and professionalism. Platform Adoption & Guidance - Coach clients on using Protex AI to drive safety, operational, and cultural improvements. - Maintain deep platform fluency to set realistic expectations and develop site-specific usage strategies, platform configurations, reporting, and site investigations. - Embed Protex into daily operations by aligning platform usage with client SOPs and workflows. - Monitor usage, spot early signs of disengagement, and lead recovery efforts before they escalate. - Escalate technical or product blockers with clear context so internal teams can act quickly. Project Coordination & Rollouts - Drive rollout timelines and milestone delivery in partnership with Commercial and Implementation, supporting the 45-day Time to Live target from device delivery to cameras connected. - Coordinate multi-site rollouts; keep stakeholders aligned and momentum steady with accountability. - Identify and resolve workflow friction, client-side or internal, before it becomes a blocker. ### Pre-Sale & Expansion Support - Join late-stage sales conversations to showcase the client journey and set realistic expectations. - Partner with Commercial to align pilot scope with long-term adoption and growth goals. - Deliver value narratives that support expansion conversations and contract renewals. Cross-Functional Collaboration *You sit at the intersection of strategy, delivery, and growth. **Across all partnerships, you drive timeline accountability while functional owners deliver on their expertise.** Here's how you'll work with other teams in delivering a unified, high-impact client experience.* - **Sales & Account Management:** Partner from late-stage sales through expansion. They own commercial strategy and executive relationships; you own adoption and the value narrative that supports expansion. - **Implementation:** Coordinate on rollout execution. They own technical delivery; you'll drive rollout timelines and keep sites on track toward go-live. - **Support:** Triage and escalate issues. You'll advocate for clients and hold teams accountable for resolution timelines. - **Product:** Relay feedback. Contribute to roadmap discussions with real-world context. - **Marketing:** Spotlight client wins and identify potential advocates or case study opportunities. - **Engineering:** Facilitate R&D partnerships and early-access programs with strategic accounts. ## What You'll Need: - 5+ years in client success, account management, or program delivery in B2B SaaS. - Proven track record owning enterprise accounts with measurable retention and expansion results. - Experience influencing adoption and net revenue retention across a portfolio. - EHS, manufacturing, or facility operations background is a strong plus. Skills - Executive presence and clear communication that builds trust across clients and internal leadership. - Proven ability to lead discovery, develop strategic plans, and connect usage to commercial outcomes. - Navigates ambiguity, drives complex multi-phase projects to completion, and influences without formal authority. Technical Aptitude - Confident navigating SaaS platforms and guiding clients on usage strategy. - Able to translate technical concepts into actionable recommendations for both technical and non-technical stakeholders. - Experience with AI, computer vision, or safety technology is a bonus. ## Logistics - **Travel:** Up to 25% to client sites and company events. ## Our Values - **Ownership & Urgency** – Take initiative and drive outcomes. - **Relentless Growth & Excellence** – Always improve, always raise the bar. - **Radical Transparency & Empathy** – Say what matters, with care. - **Resilience & Adaptability** – Thrive in change, bounce forward. Protex AI is an inclusive and equal opportunities employer. We are committed to creating an equitable workplace for everyone regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.