Customer Success Manager

Join Protex AI as an Enterprise Client Strategist, where you'll be a trusted advisor and strategic coordinator for our enterprise clients. You'll guide clients through their journey with Protex AI, from late-stage sales to rollout, adoption, expansion, and ongoing optimization. This role requires strong relationship management, project coordination, and commercial awareness. You'll build trusted relationships with site-level operators and executive stakeholders, translate client goals into platform strategies, and drive platform adoption. You'll also coordinate multi-site rollouts, support pre-sale and expansion efforts, and collaborate with cross-functional teams.

• Establish and maintain trusted relationships with enterprise clients, guiding them through their journey with Protex AI from late-stage sales to ongoing optimization.
• Translate client goals into platform strategies and action plans that lead to measurable impact, hosting recurring business reviews that connect platform usage to outcomes.
• Drive rollout timelines and milestone delivery in partnership with Commercial and Implementation, coordinating multi-site rollouts and keeping stakeholders aligned.
• Marketing: Spotlight client wins and identify potential advocates or case study opportunities
• Sales & Account Management: Partner from late-stage sales through expansion. They own commercial strategy and executive relationships; you own adoption and the value narrative that supports expansion
• Support: Triage and escalate issues. You'll advocate for clients and hold teams accountable for resolution timelines
• Product: Relay feedback. Contribute to roadmap discussions with real-world context
• Implementation: Coordinate on rollout execution. They own technical delivery; you'll drive rollout timelines and keep sites on track toward go-live
• Engineering: Facilitate R&D partnerships and early-access programs with strategic accounts
• You sit at the intersection of strategy, delivery, and growth. Across all partnerships, you drive timeline accountability while functional owners deliver on their expertise. Here's how you'll work with other teams in delivering a unified, high-impact client experience
• Proven track record owning enterprise accounts with measurable retention and expansion results
• 5+ years in client success, account management, or program delivery in B2B SaaS
• Experience influencing adoption and net revenue retention across a portfolio
• EHS, manufacturing, or facility operations background is a strong plus
• Executive presence and clear communication that builds trust across clients and internal leadership
• Proven ability to lead discovery, develop strategic plans, and connect usage to commercial outcomes
• Navigates ambiguity, drives complex multi-phase projects to completion, and influences without formal authority
• Experience with AI, computer vision, or safety technology is a bonus
• Able to translate technical concepts into actionable recommendations for both technical and non-technical stakeholders
• Confident navigating SaaS platforms and guiding clients on usage strategy