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Enterpret is an AI-native customer intelligence platform that centralizes feedback from multiple sources (Twitter, Salesforce, Zendesk, Slack, Intercom, forums, surveys, Gong calls) into a unified knowledge graph. The company builds adaptive taxonomies and an agent platform enabling teams to query, monitor, and act on customer insights across their workflows. Backed by Kleiner Perkins, Sequoia Capital India, and Unusual Ventures, Enterpret serves high-growth companies including Canva, Notion, ElevenLabs, and OpenRouter.
As a Strategic Customer Success Manager, you will own end-to-end customer success and carry real business targets (NRR, renewal, expansion). Your role is fundamentally different from traditional CSM positions: you operate with an agent-led workflow where portfolio reviews, renewal prep, onboarding status, and upsell forecasting are powered by AI agents built on Enterpret's knowledge graph. You review, correct, and improve these agents as they surface opportunities.
Key responsibilities include: owning customer success accountability (not just satisfaction), building automation for repetitive tasks (account briefs, exec mapping, usage reports, churn risk analysis, case study drafts), deploying agents with customers to connect them to Claude, Codex, and other AI tools via MCP, and telling data-driven stories grounded in customer feedback rather than vanity metrics.
You will manage a full book of business from onboarding through activation, renewal, and upsell, building multi-year partnerships. Success means driving positive business outcomes—increased revenue, reduced churn, better activation—and serving as an advocate for customers to the product and engineering teams.
Ideal candidates have owned revenue numbers (NRR, expansion, renewal) for enterprise or PLG books; are daily users of AI tools like Claude with genuine excitement for building agent workflows; excel at turning feedback data into executive narratives; demonstrate strong ownership and impact orientation; and are eager to meet customers in person and solve hard problems.
