Senior Customer Success Manager, Strategic Accounts

Job description

# Senior Customer Success Manager, Strategic Accounts **Who we are & why this matters now** CMOs approved the AI spend. They bought the tokens. Now they need to show business impact without losing control of brand, compliance, or quality. That's why Stensul is getting pulled into the world's largest brands and their enterprise marketing teams. We help them ship with AI, without losing control. Stensul is the Governed Creation™ platform for top consumer banks, healthcare firms, and pharma companies, as well as iconic brands like BlackRock, Cisco, Equifax, Siemens, and Thomson Reuters. Our AI tools and controls help them turn human- and AI-generated campaigns into approved, market-ready content faster. 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. We live by four values: Lead with Customer Value, Garra, Move with Purpose, and Win as a Team. If you thrive in complex enterprise environments, bring strong executive presence, and want to help leading brands realize measurable value from AI-powered marketing transformation, keep reading. **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 **Why Stensul, why now** **You'll help customers turn AI investment into measurable business impact.** Enterprise marketing teams are under pressure to move faster with AI while maintaining control over brand, compliance, and quality. You'll work directly with leading organizations to turn that challenge into real outcomes. **The market is moving our way.** Governed Creation™ and our MCP early access program are positioning Stensul at the intersection of AI and enterprise marketing operations — one of the most active transformation conversations happening in the enterprise today. **You'll have meaningful ownership.** You'll own strategic relationships with some of our most important customers and have a direct impact on adoption, retention, customer value, and growth. **You'll work across the business.** Customer Success sits at the center of the customer relationship. You'll partner closely with Account Management, Product, Marketing, Support, and other teams to turn customer priorities into action. **Everyone has equity.** You'll have a stake in what we build — not as a token, but as a real part of how we think about shared ownership. **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. *Stensul is an Equal Opportunity Employer, meaning that we do not discriminate on the basis of race, religion, national origin, gender identity, sexual orientation, or any other protected class. We are committed to creating an environment that celebrates diversity & in which each employee feels empowered to bring their whole self to work.*