Enterprise Customer Success Manager

Enterprise Customer Success Manager

Scrunch, a Sitecore company, is on a mission to bring brands to an AI-first future—where people increasingly rely on LLMs to discover, understand, and act on information that matters to them.

As AI search and conversational agents replace traditional web search and browsing, Scrunch helps marketing teams rethink how their products and services are discovered and surfaced on AI platforms like ChatGPT, Claude, Gemini, and more—working with AI platforms, not against them. This shift represents the biggest change to marketing since the dawn of the internet.

Today, more than 500 paying brands—including Fortune 500 companies like Lenovo, category-defining brands like Akamai, ADP, Lenovo and breakout startups like Clerk—use the platform.

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client's business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through onboarding, education, and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

• 5+ years in customer success or account management, ideally at a marketing-focused SaaS company.
• A genuine builder mentality—you've joined teams early, built processes from scratch, and are proud of the systems you've left behind.
• Demonstrated fluency with AI tools in your daily workflow—using them to research, draft, analyze, synthesize, and problem-solve faster and better.
• Strong communication skills—you can turn complex technical insights into clear, persuasive strategic action plans that get clients moving.
• Proven experience managing a strategic enterprise book of business, with playbooks to show for it.
• Comfort operating in ambiguity—you don't wait for the perfect brief; you figure it out and iterate.
• A team-first orientation—you collaborate fluidly across product, sales, and marketing to drive outcomes.

• Proactively ensure that clients measure and achieve their desired outcome with our software solution.
• Development and maintenance of strategic account plans for every client to ensure clear alignment on their priorities and value drivers
• Onboard clients promptly to ensure they start receiving value from their investment in our platform
• Influence clients to adopt our platform and integrate it into their regular workflows leading to account expansion opportunities.
• Clients see you as a trusted advisor who brings fresh thinking, AI-forward strategy, and genuine expertise to every conversation.

Wellbeing:
Medical, dental, vision, and life & disability insurance Family support:
Paid parental leave when life's biggest moments happen Setup:
Home office stipend so your workspace doesn't suck Remote support:
Phone and internet reimbursement Growth: L&D budget for courses, conferences, and whatever makes you sharper Time off:
Flexible PTO — take what you need, we trust you Financial wellness: 401(k) Connection:
Team offsites and a crew that genuinely likes each other

Scrunch is an equal opportunity employer. We welcome people of all backgrounds, experiences, perspectives, and identities. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.