Enterprise Customer Success Manager

Enterprise Customer Success Manager

Reports to:

Head of Customer Success

Location:

NYC (Hybrid) or Remote (US)
Comp: $120-140k, $140-165k OTE

Brij is a venture-backed, high-growth software startup based in NYC. Our AI-powered platform helps omnichannel consumer brands unlock first-party customer data that’s currently trapped by retailers and marketplaces. We “bridge” online and offline audiences to drive measurable revenue across channels.

Our suite of tools warranty registration, sweepstakes, rebates, and more empowers brands to connect with consumers wherever they shop.

We work with some of the world’s best brands, including Heineken, Feastables, Momofuku, Health‑Ade, Skullcandy, and Gozney.

We’re a lean, diverse team with a bias toward action and extreme ownership. Our customer-first mindset drives everything we do, and we’re excited to build the future of omnichannel commerce.

We’re looking for an Enterprise / Senior Customer Success Manager to own and grow Brij’s most strategic customer relationships. This role sits at the intersection of Customer Success, Account Management, and expansion—driving adoption, value realization, renewals, and account expansion across a portfolio of Enterprise and high-value Mid-Market customers.

You’ll operate as a trusted advisor to executive and day‑to‑day stakeholders, partnering closely with Sales, Product, Marketing, and Engineering. This is a hands‑on, sleeves-rolled-up role for someone who thrives in a startup environment and wants to help build the company, not just manage accounts.

• Customers achieve measurable outcomes and can clearly articulate Brij’s ROI within 90 days of launch.
• High product adoption across the portfolio (activation, feature usage, and repeat program launches).
• Renewals are forecasted accurately and executed on‑time with a disciplined, proactive process.
• Expansion pipeline is consistently identified, qualified, and closed in partnership with Sales.
• Customer advocacy increases (references, case studies, testimonials, and expansion champions).

• Own the post‑sale lifecycle for a portfolio of Enterprise and high‑value accounts—from onboarding to renewal.
• Lead product adoption to drive business outcomes (including success plans, launch timelines, and stakeholder alignment).
• Drive adoption across Brij’s platform by mapping product capabilities to customer goals and workflows.
• Run executive‑level business reviews (QBRs/EBRs) that connect Brij activity to measurable outcomes and next‑step initiatives.
• Proactively manage account health using qualitative and quantitative signals; identify risk early and execute mitigation plans.

• Own renewal outcomes for your book of business (in partnership with Finance/Leadership as needed), including renewal strategy, negotiation support and timeline management.
• Build and manage an expansion motion: identify upsell/cross‑sell opportunities, align stakeholders, quantify ROI, and partner with Sales to close.
• Maintain a disciplined pipeline and forecast for renewals and expansion (weekly updates, risk flags, next steps).
• Translate customer data and insights into clear recommendations that increase retention, adoption, and account growth.

• Build relationships across exec, marketing, eCommerce, CRM, and ops stakeholders; navigate complex org structures.
• Be the quarterback for the account—aligning internal and external teams, driving decisions, and keeping momentum.
• Partner with Support/Engineering for issue escalation and resolution; ensure customers feel heard and outcomes stay on track (this is not a reactive support role).

• Help build the playbooks: success planning templates, onboarding checklists, Q  formats, renewal workflows and account health metrics.
• Provide tight product feedback loops—surface trends, pain points, and roadmap opportunities with clear customer context.
• Contribute to go‑to‑market stories by enabling case studies, references, and proof points with Marketing.
• Coach and be coached: bring a growth mindset, seek feedback and help raise the…