Structured is transforming the way enterprise organizations engage, enable, and activate their partner ecosystems through AI-powered channel marketing. The Customer Success Manager will ensure customers successfully adopt and realize value from the Structured platform, focusing on customer outcomes and building long-term strategic relationships.

Responsibilities:

Own a portfolio of enterprise customers throughout their post-implementation lifecycle
Develop strategic Success Plans aligned to each customer's business objectives
Drive customer adoption, engagement, and measurable business outcomes
Identify adoption barriers and develop proactive success strategies
Conduct regular health checks and executive business reviews
Ensure customers maximize value from Structured's AI-powered platform
Build trusted relationships across customer organizations
Partner with executive sponsors and operational stakeholders
Understand customer business objectives and strategic initiatives
Provide best-practice guidance for platform utilization
Become a subject matter expert in partner marketing and AI-enabled customer engagement
Monitor customer health, adoption, utilization, and engagement metrics
Identify risks early and lead mitigation plans
Coordinate recovery plans for at-risk customers
Drive customer advocacy and reference opportunities
Maintain accurate health scores and customer success plans
Work closely with Professional Services during onboarding and migrations
Work closely with Customer Support for issue escalation and resolution
Work closely with Customer Education to improve enablement and adoption
Work closely with Product Management by representing customer feedback
Work closely with PMO during strategic initiatives
Work closely with Account Management to identify expansion opportunities
Serve as the internal voice of the customer by identifying common customer challenges
Communicating product enhancement opportunities
Providing structured customer feedback to Product
Helping shape future customer experiences
Supporting Customer Advisory Board initiatives
Help customers successfully adopt AI-powered capabilities
Guide customers through AI best practices and change management
Interpret platform analytics and recommend improvements
Stay current on AI trends impacting enterprise marketing and partner ecosystems

Requirements:

3–7 years of Customer Success, Customer Experience, Consulting, Professional Services, or Enterprise SaaS experience
Experience managing enterprise customer relationships
Strong executive communication skills
Experience driving customer adoption and business outcomes
Ability to manage multiple strategic accounts simultaneously
Experience presenting to executive stakeholders
Excellent written and verbal communication skills
Experience with platforms such as CRM systems (Salesforce preferred), Customer Success platforms, Zendesk or similar support platforms, Asana or project management platforms, Microsoft 365, AI productivity tools (ChatGPT, Microsoft Copilot, Claude or similar), Business intelligence and reporting platforms
Customer obsessed
Curious and analytical
Strategic in their thinking
Highly collaborative
Comfortable with ambiguity
Exceptionally organized
Proactive rather than reactive
Data driven
Adaptable and eager to learn
Passionate about AI and emerging technology
Enterprise SaaS
AI-powered software platforms
Partner ecosystems or channel marketing
Marketing technology (MarTech)
Customer lifecycle management
Customer health methodologies
Business consulting
Enterprise software implementation
Change management

Customer Success Manager

Key skills

About this role

Responsibilities:

Requirements: