Customer Success Manager

Company Description Structured is transforming the way enterprise organizations engage, enable, and activate their partner

ecosystems through AI-powered channel marketing.

Our platform combines intelligent content management, personalization, AI assistants, campaign

automation, partner engagement, and analytics to help some of the world's largest technology

companies—including Microsoft, IBM, Google, ServiceNow, Zoom, Hitachi and many others—scale

global partner programs with greater efficiency and measurable business impact.

As an AI-first SaaS company with teams across North America, Europe, the Middle East, and India, we're

building the next generation of customer experiences. We're looking for passionate, customer-obsessed

professionals who enjoy solving complex business challenges and helping enterprise customers realize

measurable value from innovative technology.

We are seeking a highly motivated Customer Success Manager to join our growing Customer

organization. This role is responsible for ensuring customers successfully adopt, expand, and realize

value from the Structured platform throughout their lifecycle.

Unlike traditional account management roles, our Customer Success Managers focus on customer

outcomes—not commercial ownership. You'll become a trusted advisor to enterprise customers, helping

them maximize platform adoption, accelerate partner engagement, identify opportunities for

optimization, and build long-term strategic relationships.

You'll work closely with Professional Services, Customer Support, Product, Customer Education, PMO,

Engineering, and Account Management to deliver exceptional customer experiences from

implementation through ongoing success.

If you enjoy building relationships, solving business challenges, leveraging AI technology, and partnering

with executive stakeholders, we'd love to hear from you.

What You'll Do

Customer Success & Adoption

• Own a portfolio of enterprise customers throughout their post-implementation lifecycle

• Develop strategic Success Plans aligned to each customer's business objectives

• Drive customer adoption, engagement, and measurable business outcomes

• Identify adoption barriers and develop proactive success strategies

• Conduct regular health checks and executive business reviews

• Ensure customers maximize value from Structured's AI-powered platform

Trusted Advisor

• Build trusted relationships across customer organizations

• Partner with executive sponsors and operational stakeholders

• Understand customer business objectives and strategic initiatives

• Provide best-practice guidance for platform utilization

• Become a subject matter expert in partner marketing and AI-enabled customer engagement

Customer Health Management

• Monitor customer health, adoption, utilization, and engagement metrics

• Identify risks early and lead mitigation plans

• Coordinate recovery plans for at-risk customers

• Drive customer advocacy and reference opportunities

• Maintain accurate health scores and customer success plans

Cross-Functional Leadership

Work closely with:

• Professional Services during onboarding and migrations

• Customer Support for issue escalation and resolution

• Customer Education to improve enablement and adoption

• Product Management by representing customer feedback

• PMO during strategic initiatives

• Account Management to identify expansion opportunities

Customer Advocacy

Serve as the internal voice of the customer by:

• Identifying common customer challenges

• Communicating product enhancement opportunities

• Providing structured customer feedback to Product

• Helping shape future customer experiences

• Supporting Customer Advisory Board initiatives

AI & Innovation

• Help customers successfully adopt AI-powered capabilities

• Guide customers through AI best practices and change management

• Interpret platform analytics and recommend improvements

• Stay current on AI trends impacting enterprise marketing and partner ecosystems

What Success Looks Like

Within your first year you will:

• Build trusted relationships with your customer portfolio

• Achieve strong customer health across assigned accounts

• Improve customer adoption and utilization metrics

• Successfully conduct executive business reviews

• Reduce customer risk through proactive engagement

• Contribute customer feedback that influences product direction

• Become a trusted strategic advisor for enterprise customers

What You'll Bring

Required Experience

• 3–7 years of Customer Success, Customer Experience, Consulting, Professional Services, or

Enterprise SaaS experience

• Experience managing enterprise customer relationships

• Strong executive communication skills

• Experience driving customer adoption and business outcomes

• Ability to manage multiple strategic accounts simultaneously

• Experience presenting to executive stakeholders

• Excellent written and verbal communication skills

Preferred Experience

• Enterprise SaaS

• AI-powered software platforms

• Partner ecosystems or channel marketing

• Marketing technology (MarTech)

• Customer lifecycle management

• Customer health methodologies

• Business consulting

• Enterprise software implementation

• Change management

Technical Skills

Experience with platforms such as:

• CRM systems (Salesforce preferred)

• Customer Success platforms

• Zendesk or similar support platforms

• Asana or project management platforms

• Microsoft 365

• AI productivity tools (ChatGPT, Microsoft Copilot, Claude or similar)

• Business intelligence and reporting platforms

Personal Attributes

We're looking for someone who is:

• Customer obsessed

• Curious and analytical

• Strategic in their thinking

• Highly collaborative

• Comfortable with ambiguity

• Exceptionally organized

• Proactive rather than reactive

• Data driven

• Adaptable and eager to learn

• Passionate about AI and emerging technology

Why Join Structured?

You'll have the opportunity to:

• Work with some of the world's largest enterprise technology companies

• Help shape the future of AI-powered customer engagement

• Influence product strategy through customer insights

• Join a rapidly growing SaaS organization

• Work alongside talented global teams

• • Build your career in one of the fastest-growing areas of enterprise software