Enterprise - Customer Success Manager

Job Title: Enterprise Account Manager
Reports To: Customer Success Lead

As an Enterprise Account Manager at Raspberry AI, you will own relationships with some of the world’s leading fashion brands and retailers, helping them transform their design and merchandising processes through generative AI. In this role, you will lead customer engagements from onboarding through upsells and renewal, ensuring teams not only leverage our platform effectively but also unlock measurable business outcomes.

You will serve as a key point of contact for our growing customer base, proactively engaging, supporting, and fostering strong, long-lasting relationships. This is an exciting opportunity to join a rapidly growing Series A SaaS company and directly contribute to our customers’ success and our overall growth.

Customer obsession: We are relentlessly focused on our customers—their goals, their challenges, and their success. We listen deeply, move quickly to solve real needs, and obsess over delivering tools that make their lives easier, faster, and more creative.

Lowest level of detail: We are not afraid to get in the weeds. Great products are built by people who care enough to notice what others miss—the edge cases, the hidden friction, the opportunity behind the confusion. We train ourselves to ask deeper questions and uncover the details that unlock better work.

Be an owner: We take responsibility for outcomes, not just tasks. Whether fixing a bug, supporting a teammate, or raising a flag early—we step up. We do not wait for permission, and we do not pass the buck. Ownership is not a title; it is a mindset.

1% better every day: Progress compounds. We are committed to continuous improvement—in our product, our processes, and ourselves. Big leaps start with small steps, and we celebrate both. We stay curious, ask for feedback, and look for the extra 1% that makes tomorrow better than today.

Grow without fear: As Raspberry grows, we will face new challenges. To overcome them, each of us will be asked to grow alongside the company. We choose growth over comfort and learn from our mistakes.

Bias to solution: We all know “Bias to Action,” but what comes next? We do not just identify problems—we solve them. We are solutions-oriented at heart, pragmatic, and focused on what it takes to unblock ourselves and others.

Help brands design and create looks that people love.

Account Ownership & Growth: Own long-term relationships and commercial outcomes for a portfolio of fashion brands and retailers, including renewals, retention, and expansion. Drive strategic conversations with key decision-makers to help them maximize value from Raspberry AI. Manage the full post-sale lifecycle, ensuring seamless renewals and identifying upsell opportunities to expand platform usage.

Designing Value Realization: Partner with customer teams to define success metrics, create onboarding and adoption plans, and drive usage across their organizations. Guide brands in integrating Raspberry into design and merchandising workflows, ensuring measurable ROI. Facilitate regular business reviews to align on goals and uncover growth opportunities.

Proactive Customer Engagement: Monitor account health and product usage, proactively engaging customers to drive deeper adoption of key features. Accurately maintain customer information and interactions within our CRM, track key success metrics (e.g., usage, satisfaction), and identify churn risks early while leading resolution efforts.

Cross-functional Leadership: Work closely with Product, Engineering, and Support to surface feedback, influence the roadmap, and ensure timely resolution of issues. Collaborate with Sales to align on account strategy, pricing conversations, and long-term growth.

Contributing to Account Management Initiatives: Participate in team meetings and contribute to the ongoing improvement of account management processes and strategies. Develop resources (e.g., FAQs, knowledge base articles, customer case studies) and share them with relevant customers.

Background:

• Bachelor’s degree and relevant experience.

• ~6 years in a customer-facing role, ideally in enterprise SaaS account management, customer success, or strategy consulting.

• Experience in an early-stage start-up environment (<100 people).
  

Relationship Building:

• Demonstrated experience owning customer relationships, driving renewals, and securing expansions; Estimated ARR value of 3M+.

• Empathetic, customer-centric approach with a genuine desire to help customers succeed.

• Skilled at navigating complex organizations and identifying key decision-makers across functions.

• Ability to drive negotiations and lead difficult conversations with stakeholders.
  

Analytical Skills:

• Experience conducting ROI analyses and building financial models to demonstrate value.

• Skilled at analyzing usage trends and developing benchmarking models as needed.

• Proficient in building pricing models and performing calculations and discounts with precision.
  

Executive Communication:

• Ability to package insights into executive-level presentations and tell a compelling story.

• Demonstrated ability to tailor communication for different audiences (e.g., CFO vs. Creative Director).

• Strong verbal and written communication skills in a remote environment (e.g., email, Slack, stand-ups).
  

Cross-functional Collaboration:

• Ability to work independently and as part of a collaborative team in a fast-paced environment.

• Collaborate with cross-functional teams to expand the business:

  • Sales: Drive account growth.

  • Support: Direct attention to accounts at the right time.

  • Product: Communicate customer needs and help shape the roadmap.
    

Organization:

• Highly organized and detail-oriented, able to manage multiple tasks and prioritize effectively.

• Skilled at managing multiple projects and accounts with a high degree of accuracy and tracking.
  

Technology:

• Excitement about generative AI and exploration of available tools (e.g., ChatGPT, DALL·E, MidJourney).

• Proficiency in CRM software (e.g., HubSpot) and other customer success tools.

• Familiarity with the fashion industry.

• Compensation range: $130–160K + OTE, with a competitive total compensation package.

• The opportunity to be part of a rapidly growing and exciting SaaS company.

• A collaborative and supportive work environment.

• Opportunities for professional growth and development.