Customer Success Manager (AI Enterprise)

This is a foundational hire. You will join Almetra's early Customer Success function and own a series of accounts with the full customer lifecycle from day one. You will operate as a senior player: carrying your own book while continuously building the infrastructure for the team. The right person is commercially sharp, operationally organized, and credible enough to bring the customer voice meaningfully into product and strategy conversations. What You'll Do Own NRR, gross retention, and customer health across your account portfolio Lead onboarding, ongoing engagement, and executive business reviews for complex manufacturing enterprises Facilitate cross-functional alignment between customer technical and operations teams and our internal stakeholders Proactively monitor solution performance, identify expansion opportunities, and advise on best practices Manage escalations end-to-end, maintaining high customer satisfaction Enrich CS infrastructure in parallel: playbooks, health scoring, processes, tooling Represent the customer perspective in internal product and strategy discussions What We're Looking For 3+ years in a customer-facing role, ideally with enterprise clients in manufacturing or industrial environments Proven ability to navigate large, matrixed organizations Track record of both retaining and expanding accounts commercially Strong communication and stakeholder management skills across technical and executive audiences Comfortable building process where little exists Fluent in English; additional languages a plus Willingness to travel as needed What we offer Employee Share Options Program for all permanent employees* An increasing benefits list: currently includes Urban Sports club and quarterly team retreats. Be on the forefront in defining what artificial intelligence means in manufacturing Gain hands-on experience in working in an AI-first software company Supportive and inclusive culture that values diversity and promotes the advancement of underrep