Enterprise Customer Success Manager

Growth Protocol seeks a results-driven Enterprise Customer Success Manager to develop strategic client relationships. You'll execute customer success strategies and collaborate cross-functionally to ensure outstanding experiences.

Growth Protocol is the Growth OS for the enterprise, based in New York, USA. We specialize in growth intelligence—combining a neuro-symbolic reasoning core, seamless data activation, and agentic workflows. We’re committed to accelerating growth, reducing execution drag, and delivering measurable business outcomes. Our mission is to turn strategy into action so enterprises move ahead of the curve. For more information, visit growthprotocol.ai.

JOB DESCRIPTION

We are seeking an experienced and results-oriented Customer Success Manager, Enterprise, to join our Customer Success Team at Growth Protocol. As a critical member of our team serving large-scale enterprise clients, you will drive the development and execution of customer success strategies, build strategic relationships with senior-level stakeholders, provide actionable insights, and collaborate cross-functionally to ensure outstanding customer experiences.

OBJECTIVES OF THE ROLE

• Own the product relationship with assigned enterprise clients, including onboarding, training programs, driving adoption, ensuring retention, identifying expansion opportunities, and delivering exceptional customer satisfaction.
• Serve as a trusted strategic advisor, partnering closely with executive-level stakeholders to align our solutions with their broader business goals.
• Maintain an in-depth understanding of each enterprise client’s strategic business objectives and articulate how our platform enables the achievement of those goals.
• Effectively communicate with internal and external senior executives to deeply understand customer requirements, maximize retention, facilitate growth, and proactively share strategic insights and learnings.
• Represent the voice of customers internally, influencing product development.
• Collaborate closely with sales teams to get customer references and co-develop compelling case studies.

REQUIRED SKILLS & QUALIFICATIONS

• Minimum of 3-5 years of experience in an Enterprise Customer Success role at a B2B SaaS company.
• Proven track record of developing and maintaining strategic relationships with enterprise-level stakeholders, including senior executives and decision-makers.
• Demonstrated experience driving high Net Revenue Retention, collaborating closely with sales teams on retention strategies, and identifying expansion opportunities.
• Exceptional verbal and written communication skills, with experience leading executive meetings and presentations
• Strong analytical capabilities, strategic planning acumen, and ability to synthesize complex data into actionable insights.
• Proven ability to effectively collaborate across multiple departments and lead cross-functional initiatives in a high-pressure, deadline-driven environment.
• Proactive, self-driven professional, capable of independently managing client relationships, innovating to solve complex customer challenges, and inspiring deep customer loyalty and product adoption.

PERKS

• Competitive compensation and equity in a rapidly growing company
• 100% Company Paid Health, Dental, and Eye Insurance
• Hybrid Work Schedule (Office located in Flatiron District, New York, NY)
• Pet-friendly office

Joining Growth Protocol as a Customer Success Manager, Enterprise offers an unparalleled opportunity to leverage AI technology in a dynamic, strategic, and innovation-driven environment. If you excel at managing complex client relationships, driving strategic outcomes, and influencing enterprise-level growth, we want to hear from you.