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Parloa is an AI-powered customer experience platform that has powered over one billion interactions for enterprise brands like Booking.com, Allianz, SAP, and TUI. The company is transforming how organizations deliver customer support through agentic AI.
As Senior Enterprise Engagement Manager, you will serve as the strategic post-sale leader for a portfolio of complex enterprise accounts operating across multiple stakeholders, departments, and geographies. This role bridges strategy, execution, and commercial impact.
Key responsibilities include:
- Act as primary strategic partner for enterprise customers, building relationships across technical, operational, and executive stakeholders
- Develop and execute structured account strategies aligned to customer business goals and transformation initiatives
- Lead executive business reviews (EBRs/QBRs) focused on measurable outcomes, ROI, and roadmap alignment
- Partner cross-functionally with Implementation, Product, and Engineering teams to drive successful deployments from kickoff through go-live
- Establish governance, timelines, and accountability across workstreams while proactively identifying and mitigating risks
- Drive adoption and change management to ensure solutions are fully embedded and delivering value beyond launch
- Define, track, and communicate key success metrics (automation rates, CSAT, efficiency, cost savings) through executive-level insights
- Identify performance gaps and implement structured action plans to optimize outcomes
- Drive commercial growth by identifying expansion opportunities, building account roadmaps, and supporting renewals
- Contribute to strong Net Revenue Retention (NRR) by aligning customer success with long-term business value
- Position Parloa as a strategic partner by proactively shaping customer strategy
You bring 5+ years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or similar roles within SaaS or enterprise technology. You have managed large, complex accounts (typically $500K+ ARR or comparable complexity) and are comfortable operating at both strategic (executive alignment, roadmap planning) and operational levels (driving execution and delivery). You can influence Director, VP, and C-level stakeholders, drive measurable business outcomes tied to defined KPIs, and have strong project management and organizational skills. Experience supporting account expansion and renewal strategies is expected.
