Customer Success Manager (AI Enterprise)

This is a foundational hire. You will join Almetra's early Customer Success function and own a series of accounts with the full customer lifecycle from day one. You will operate as a senior player: carrying your own book while continuously building the infrastructure for the team. The right person is commercially sharp, operationally organized, and credible enough to bring the customer voice meaningfully into product and strategy conversations. What You'll Do Own NRR, gross retention, and customer health across your account portfolio Lead onboarding, ongoing engagement, and executive business reviews for complex manufacturing enterprises Facilitate cross-functional alignment between customer technical and operations teams and our internal stakeholders Proactively monitor solution performance, identify expansion opportunities, and advise on best practices Manage escalations end-to-end, maintaining high customer satisfaction Enrich CS infrastructure in parallel: playbooks, health scoring, processes, tooling Represent the customer perspective in internal product and strategy discussions What We're Looking For 3+ years in a customer-facing role, ideally with enterprise clients in manufacturing or industrial environments Proven ability to navigate large, matrixed organizations Track record of both retaining and expanding accounts commercially Strong communication and stakeholder management skills across technical and executive audiences Comfortable building process where little ex