TL;DR
We are looking for a strategic, commercially-minded Enterprise Customer Success Manager to join our small, but mighty, CS team. In this role, you’ll own relationships with our most important customers, ensuring their long-term success while actively uncovering new opportunities to expand our footprint.
Acting as their trusted advisor, helping them realise the full value of our solutions, and playing a key role in driving retention, expansion, and account health across your portfolio.

REQUIREMENTS

• 4+ years in Customer Success, Account Management, Consulting, or related roles in a B2B SaaS or enterprise software environment.
• Proven track record of success in managing, retaining and expanding enterprise accounts.
• Ability to understand complex technical products and communicate them in a customer-centric way.
• Strong commercial acumen, able to spot growth opportunities and work with sales to unlock them.
• Excellent stakeholder management, presentation and communication skills, tailoring engagement from users to C-suite.
• Highly organised, proactive, and comfortable owning outcomes with minimal oversight.
• Data-driven approach to understanding customer behavior, driving decisions, informing strategy and measuring success.
• Experienced with Salesforce or other CRM platforms.

ABOUT US

Founded in 2018, deepset builds open and enterprise-grade tools that help teams build AI with purpose. From Haystack, our open-source framework, to the deepset AI Platform, we give developers and organizations the building blocks to solve complex, high impact challenges with AI – with full control, transparency, and sovereignty. Backed by GV and Balderton, we’re growing the world’s production AI community and customer base solving challenges too critical to get wrong.
‍Visit us to learn more: deepset Website | Haystack Website | GitHub | Linkedin | X deepset (Twitter) | X haystack (Twitter)

• Own the post sales Customer Journey for assigned enterprise accounts, ensuring long-term success and value.
• Develop and execute Customer Success plans; including onboarding, adoption, training, and success metrics alignment.
• Drive retention and growth by ensuring customers achieve meaningful outcomes and value from our solution.
• Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to champion customer needs.
• Lead quarterly business reviews (QBRs), value realisation check-ins, and strategic roadmap and customer goal alignment.
• Collaborate with Sales to identify, qualify, and support upsell and cross-sell opportunities.
• Use data to monitor customer health, identify risk, and implement strategies to drive renewals and expansion opportunities.
• Assist with building Customer Success programs and processes to improve customer experience and engagement.
• Maintain high levels of customer satisfaction and ensure clear documentation in CRM and other systems.