Strategic Customer Success Manager

What You'll Do

• Own a portfolio of strategic enterprise accounts ($1B+ retailers and global consumer brands), serving as the primary relationship owner from post-sale through expansion and renewal
• Build and execute account plans with clear adoption milestones, executive engagement cadences, and measurable ROI frameworks
• Drive AI adoption across complex, matrixed organizations — navigating multiple business units, stakeholder layers, and change management challenges with confidence
• Lead executive business reviews (QBRs) with VP- and C-suite audiences, translating usage data and workflow metrics into compelling business narratives
• Identify and close expansion opportunities in close partnership with the Account Executive team
• Proactively monitor account health, surface churn risks early, and own resolution with urgency
• Become a trusted domain expert on AI-assisted creative workflows — advising customers on how to embed Raspberry into design, merchandising, and go-to-market processes
• Partner cross-functionally with Product, Engineering, and Marketing to relay customer insights that shape the roadmap
• Represent Raspberry at customer sites and industry events; periodic travel required

What We're Looking For

Must-Haves

• 5–8+ years in Customer Success, Strategic Account Management, or a related enterprise-facing role at a SaaS or AI company
• Demonstrated track record of growing and retaining $1B+ retailer or global consumer brand accounts — worked directly with VP- and C-suite stakeholders
• Proven experience driving AI or enterprise software adoption inside complex, matrix organizations
• Strong commercial instincts: comfortable owning retention and expansion targets, able to articulate ROI
• Executive-level communication skills
• New York City-based with the ability to be in our Dumbo, Brooklyn office one day per week

Bonus Points

• Background in fashion, apparel, luxury, or the broader creative/design industry
• Experience with generative AI tools, creative technology platforms, or AI workflow enablement
• Familiarity with PLM, DAM, or retail tech ecosystems (e.g. Centric, Bynder, Contentful)
• Experience working with global brand portfolios or multi-brand holding companies

Benefits

• Competitive salary and equity options
• Unlimited PTO
• Comprehensive benefits package including health, dental, and vision insurance
• Opportunity to work on cutting-edge AI technology with a high-impact team
• Fully remote with a supportive company culture
• Be part of a rapidly growing company with significant growth potential

Compensation

• Base salary range: $170,000 – $180,000 annually
• 25% variable component — total on-target earnings: $212,500 – $225,000
• Equity included