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Unwrap.AI is a Series-A venture-backed startup (just raised $12M) on a mission to help companies collect and process customer feedback more effectively. The company uses state-of-the-art NLP technology to automatically cluster, tag, and analyze feedback from thousands of sources—support channels, surveys, social media—turning unstructured data into actionable insights for product and engineering teams. Customers include Lyft, Stripe, Oura, Microsoft, Perplexity, and GitHub. The team is 40 people, based in Santa Barbara, and growing rapidly.
As Enterprise Customer Success Manager, you'll own direct relationships with a diverse customer base ranging from startups to Fortune 500 companies. Your core responsibilities include understanding each customer's objectives, designing their path to success, and identifying expansion opportunities. Day-to-day work spans implementation, training, renewals, expansion processes, and customer support. You'll also create resources like guides, FAQs, and best practices to empower users and enhance their experience.
Beyond account management, you'll be a strategic partner across the organization—relaying customer feedback, advocating for customer needs, and contributing to improvements in both product and internal processes. You'll report directly to the Head of Customer Success and have significant latitude over support strategy.
Ideal candidate has 3–5 years of enterprise customer success or account management experience, ideally in SaaS or AI-driven products. You should have a proven track record driving retention, renewals, and expansion. You're a trusted strategic advisor to both technical and non-technical stakeholders, able to translate complex business objectives into measurable outcomes and navigate executive conversations with credibility and commercial acuity. You're curious, empathetic, and thrive in fast-paced startup environments. Must be located in or willing to relocate to Santa Barbara and excited about working in-person.
