Enterprise Product Support Specialist

Job description

ABOUT CLAY Our mission is to help organizations turn any growth idea into reality. We see growth as a creative practice, not a formula. Finding and reaching your best-fit customers takes unique ideas and constant iteration. As AI makes execution faster and tactics easier to copy, creativity is the only lasting advantage. We're already helping thousands of customers https://clayrun.notion.site/Wall-of-Love-b243f2b67607438b9fad99341e6b8d47 — including Anthropic, Notion, Google, and Ramp — go to market with unique data, signals, and AI research. In 2025, we raised a $100M Series C https://www.nytimes.com/2025/08/05/business/dealbook/clay-ai-marketing-fundraise.htmlbacked by world-class investors including Sequoia, CapitalG, and First Round — and crossed $100M in revenue. In 2026, we announced our second employee tender offer https://www.nytimes.com/2026/01/28/business/dealbook/clay-start-up-tender-offers.html in 9 months at a new $5B valuation. We also launched a community equity round https://www.clay.com/blog/community-equity-offering, for our customers, agency partners, and club members. Some things to know about us: - Our community http://community.clay.com includes 11,000+ customers, 150+ integration partners, 125+ agencies, 50+ Clay clubs https://luma.com/claylive, and 30k members on Slack. - Our culture https://nextplayso.substack.com/p/spotlight-clay is unique inside and outside of work. Our team members are also DJs, activists, writers, clowns, marathoners, skydivers, psychedelic therapists, social workers, and more. - All employees can work for free with world-class coaches who specialize in creativity, management, and more. - Our operating principles — including negative maintenance and non-attached action — guide our work. Read more about them here https://cdn.prod.website-files.com/61477f2c24a826836f969afe/685d83a71452245cc1129791_4d770abfd83e276ec15315a2e06945bd_Clay2025_OperatingPrinciples.pdf. - Read about us in the NYT https://www.nytimes.com/2025/08/05/business/dealbook/clay-ai-marketing-fundraise.html, Forbes http://google.com/search?q=forbes+clay&rlz=1C5OZZY_enUS1155US1155&oq=forbes+clay&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIHCAEQABiABDIHCAIQABiABDIHCAMQABiABDIHCAQQABiABDIHCAUQABiABDIHCAYQABiABDIHCAcQABiABDIHCAgQABiABDIHCAkQABiABNIBBzkzM2owajSoAgOwAgHxBVAe8UAxJx_p&sourceid=chrome&ie=UTF-8, First Round Review https://review.firstround.com/podcast/inside-clays-unconventional-path-to-1-25b/, and more https://www.clay.com/press. Hear from our employees directly on our Glassdoor https://www.glassdoor.com/Overview/Working-at-Clay-EI_IE9850794.11,15.htm page! Enterprise Product Support Specialist Our customers are some of the most innovative and high-impact operators in the world. As an Enterprise Support Specialist, you’ll be the primary technical and strategic partner for Clay’s largest, most complex, and highest-value customers—ensuring their long-term success while influencing how we deliver exceptional enterprise-grade support. You’ll own relationships with enterprise accounts post-onboarding, resolve their most complex technical challenges, design tailored workflows, and partner closely with Product, Engineering, and Customer Success to deliver solutions that drive measurable outcomes. You’ll also help refine our enterprise support playbook and set the standard for operational excellence. WHAT YOU’LL DO - Own enterprise-level technical cases end-to-end, from triage through resolution, ensuring minimal disruption to customer operations. - Serve as a trusted advisor for strategic accounts—understanding their business goals and proactively recommending workflows, configurations, and integrations to meet them. - Act as the highest-level subject matter expert on Clay’s product, advanced features, APIs, and data integration capabilities. - Partner with Customer Success to deliver seamless, proactive support that strengthens long-term relationships and drives product adoption. - Collaborate closely with Product and Engineering to escalate critical issues through high-quality bug reports, structured feedback, and advocating for enterprise needs in roadmap discussions. - Develop and maintain enterprise-facing resources such as technical runbooks, playbooks, and best-practice guides. - Support customers and cross-functional partners during issue escalations and incident events. - Identify patterns across accounts to recommend product improvements, process changes, or automation opportunities. - Contribute to strategic process design, shaping how Clay supports and scales with enterprise customers. WHAT YOU’LL BRING - Extensive technical expertise—fluent in APIs, complex data integrations, log analysis, and SaaS architecture, with the ability to troubleshoot across enterprise tech stacks like Salesforce. - Proven track record in enterprise SaaS support, technical account management, or solutions engineering, ideally in a high-growth startup. - Exceptional consultative skills—able to translate business needs into technical solutions. - Enterprise relationship management experience—comfortable navigating multi-stakeholder environments and executive conversations. - Customer obsession—committed to delivering measurable value and long-term success. - Process and systems thinking—adept at identifying inefficiencies and designing scalable solutions. - Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams. - Comfortable in fast-paced, evolving environments where priorities can shift quickly.