• Design and own the full digital customer journey for the SMB segment, from onboarding through renewal - automated touchpoints, milestone triggers, adoption nudges, and health-based interventions. • Build and manage lifecycle email and in-app campaigns that drive product adoption and surface value at the right moments, using behavioral and health score signals. • Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers. • Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion. • Instrument everything — define the metrics, track what's working, and report clearly on program performance and segment health. • Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers. • Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.

• Design and own the full digital customer journey for the SMB segment, from onboarding through renewal - automated touchpoints, milestone triggers, adoption nudges, and health-based interventions. • Build and manage lifecycle email and in-app campaigns that drive product adoption and surface value at the right moments, using behavioral and health score signals. • Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers. • Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion. • Instrument everything — define the metrics, track what's working, and report clearly on program performance and segment health. • Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers. • Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.

• You use scalable approaches to support a large number of customers and provide tailored onboarding and dedicated attention for high-potential or at-risk accounts. • You analyze usage trends to identify opportunities for deeper customer engagement and added value. • You independently implement strategies that improve customer retention and product adoption. • By continuously monitoring customer data, you detect early signs of churn or dissatisfaction and develop targeted actions to minimize risk and secure long-term retention. • Together with the Sales team, you identify and drive expansion opportunities to unlock the full potential of each customer. • You actively listen to customer feedback and support our product team in continuously improving the product. • You ensure high data quality in the CRM by documenting interactions and identifying automation opportunities. • You lead projects that contribute to the ongoing development of Customer Success.

Role Description As an Enterprise Customer Success Manager, you will be the primary post-sales strategic partner for our largest, most complex clients. You are not just managing a relationship; you are empowering clients on their "Agentic Enterprise" journey, driving deep adoption, ensuring tangible AI-driven outcomes (ROI), and turning customers into champions. You will guide clients from implementation through the continuous optimization of their AI Agents in the Office of the CFO. Key Responsibilities - Strategic Advisory & Value Realization: - Act as a strategic advisor to senior executives (CFO, VPs of Finance, Controllers) to align our AI Agent capabilities with their business goals, mapping technical ROI to strategic business outcomes. - AI Adoption & Optimization: - Monitor agent performance telemetry and success rates to proactively identify and address friction points. - Use data-driven insights to recommend optimization strategies, improving agent accuracy and workflow efficiency. - Drive adoption of new features and platform capabilities. - Customer Referenceability: - Build trusted relationships with key customer stakeholders to drive advocacy, referenceability, and participation in marketing, sales, and retention initiatives (case studies, testimonials, webinars, reference calls, etc.). - Cross-Functional Leadership: - Act as the "voice of the customer" by partnering closely with Sales, Product, Marketing, Professional Services, Engineering, and Support to influence the product roadmap and deliver a seamless customer experience. - Renewal & Expansion: - Own retention (GRR) and identify expansion revenue by identifying new use cases for AI Agent deployment across the Office of the CFO. - Governance & Security: - Partner with IT/Security stakeholders to ensure AI deployments meet strict corporate governance, compliance, and auditing standards. Qualifications - 5+ years of experience in Enterprise CSM, Consulting, or Account Management, specifically within B2B SaaS, AI/LLMs, or Automation tools. - A strong understanding of accounting and financial operations in the Office of the CFO and financial applications. - Familiarity with AI concepts (LLMs, RAG), API integrations, and ability to develop Auditoria product proficiency. - Skilled in using data to tell a story about ROI, adoption, and agent performance. - Experience managing organizational change and driving adoption of new technology in complex, traditional organizations. - Exceptional presentation skills, with experience presenting to C-level executives. - Passion for innovation and helping customers succeed in a fast-paced, dynamic, start-up environment. - Must be authorized to work in the United States without employer sponsorship, as we are unable to sponsor or transfer visas for this position. - Remote candidates in the United States will be considered.