Strategic Customer Success Manager
Own and grow strategic enterprise accounts at a generative AI design platform, driving AI adoption and expansion with $1B+ retailers and global brands. Requires 5-8+ years in enterprise CS or account management with proven success managing VP/C-suite relationships.
About the job
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
Skills
Customer Success, Strategic Account Management, Enterprise Saas, Ai Adoption, Change Management, Executive Communication, ROI Analysis, Account Expansion, Qbr Facilitation, Cross-Functional Collaboration
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