Customer Success Manager — Enterprise (US)

Job description

**About the Role** Genspark is building an enterprise AI platform that's changing how organizations work — and we're looking for a Customer Success Manager who can help our customers successfully adopt and realize the value of that transformation. This is a strategic, relationship-driven position for someone who understands how enterprise teams work, can engage credibly with technical and executive stakeholders alike, and knows how to turn adoption into outcomes. You don't need to be an engineer. But you should be comfortable enough with AI products, CLIs, and enterprise workflows to own the customer relationship confidently. **What You'll Do** - Own a portfolio of enterprise accounts and be fully accountable for their success, adoption, retention, and expansion - Understand why each customer bought Genspark, what outcomes they're trying to drive, and build a clear account plan around those goals - Build relationships across multiple stakeholder layers — from day-to-day users to department heads to executive sponsors — and ensure Genspark is delivering value at each level - Run Executive Business Reviews (EBRs) and translate platform usage, adoption data, and health signals into clear recommendations and next steps - Proactively identify adoption gaps, churn risk, and expansion opportunities — and act on them before they become problems - Handle routine technical and product questions independently; know when to loop in Solutions Engineering, Support, or Product for deeper needs. - Guide customers through onboarding, workflow design, and feature adoption — helping them get to value faster and use more of the platform over time - Serve as the voice of the customer internally — bring product feedback, adoption blockers, and real-world use cases back to Product and Engineering - Partner with Account Management and Solutions Engineering on renewals, expansions, and complex customer situations - Stay current on how AI is evolving in enterprise contexts and help customers navigate that landscape with confidence **Who You Are** - **3–5 years in Customer Success, Technical Account Management, or a similar post-sales role** at a B2B SaaS company — ideally in a product that required more than surface-level technical fluency - **Experienced with enterprise accounts** — You’ve managed complex stakeholder groups, driven meaningful ARR, and built strong cross-functional relationships, with a clear understanding of effective renewal motions. - **Technically credible, not technically deep** — you've worked with CLIs, integrations, SSO, or similarly technical products and can hold your own in a conversation with an IT lead or engineering manager - **Strong on the core CS fundamentals** — adoption strategy, account planning, customer health scoring, EBR preparation, renewal risk management, and expansion identification - **AI-native in how you work** — you're already using LLMs and AI tools to do your job better; at Genspark, you'll be expected to model the behavior you're asking customers to adopt - **A skilled communicator** — you can translate between technical and non-technical stakeholders, simplify complex ideas, and run an executive-level conversation without losing the room - **Proactive and commercially aware** — you're not waiting to be told which accounts need attention; you're monitoring signals and acting on them independently - **Comfortable in a lean, high-growth environment** — you move without waiting for a fully built playbook and know that "early-stage CS" means writing the process, not inheriting it **Nice to Have** - Prior experience at an AI, developer tools, or technical SaaS company - Familiarity with enterprise IT concepts — SSO, SCIM, CLI-based tooling, admin controls — enough to navigate a conversation without needing a translator - Experience supporting customers through platform-wide rollouts or organizational change management. - Background in technical CSM, Customer Engineering, or Solutions Consulting capacity. **Why This Role** You'll be joining at the stage where CS actually gets built — not inherited. You'll have direct influence over how Genspark serves its enterprise customers, what the playbook looks like, and what the function becomes as the company grows. If you've done the work before and want to do it at a company where the product is genuinely changing how people work, this is the role.