Senior Enterprise Customer Success Manager

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core values—Trust, Growth Mindset, Balance, and Humility—to life. We foster a culture of innovation, collaboration, and inclusion, where ideas are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on Forbes’ list of America’s Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

How you will make an impact:

As a member of Iterable’s Customer Success team, you will be responsible for the relationship with high-value ($200k+ ARR) customers. You will be tasked with making sure they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company with the goal of expanding the use of Iterable as appropriate. The role is ideal for an individual very strong communication skills and experience navigating large organizations to identify key stakeholders. This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

In addition, as a member of the customer success team, you will relay product feedback from our most important clients back to the engineering team. You will also QA new features and generate new support documents.

One of our core values is growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you, please do apply as we value applicants for the skills they bring beyond a job description.

Position Details:

• Proactively manage a book of enterprise-level ($200k+ ARR) Iterable customers
• Ensure customers have a smooth onboarding and implementation phase
• Work with the Support team to resolve any tickets or issues faced by your customers
• Understand how customers are using the product and find ways for them to use it more effectively and increase ROI
• Lead regularly scheduled check-ins, QBRs, and monitor client satisfaction
• Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client

The Ideal Candidate Will Have:

• Exceptional communication and interpersonal skills
• Strong ability to understand technical concepts and problem solve
• Desire to teach new customers about the platform
• Passion for startups, software, and SaaS products
• Willingness to travel up to 25% of the time
• Significant experience with email marketing, push or SMS software
• Familiarity with technologies like APIs, HTML, CSS, and Javascript

Perks & Benefits: 

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision, & life insurance
• Balance Days (additional paid holidays)
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance 
• Monthly Professional Development allowance 
• Pre-tax commuter be