Enterprise Customer Success Manager - US

Enterprise Customer Success Manager - USJoin our AI platform as an Enterprise Customer Success Manager focused on our high-value US customer portfolio. You'll be responsible for managing $1.5M+ in ARR while driving expansion, retention, and customer advocacy across our fastest-growing market. As a Customer Success Manager at Plotline, you are the strategic partner to our customers — ensuring they extract maximum value from the platform, hit their engagement goals, and grow with us over time. You own the customer relationship post-sale: driving product adoption, championing use cases, leading business reviews, owning renewals, and identifying expansion opportunities. This is a business-outcome-driven role. You'll be deep in understanding each customer's engagement strategy — their goals, their gaps, and how Plotline's platform can solve problems they didn't even know they had. You're equal parts consultant, product evangelist, and commercial Challenges You'll Solve Customer Retention & Growth - Maintain 95%+ gross revenue retention while driving 120%+ net revenue retention across your portfolio Value Realization - Ensure customers achieve measurable ROI and business outcomes through strategic implementation of our AI personalization platform Cultural Navigation - Build deep relationships across diverse business cultures and decision-making processes in the US market Technical Partnership - Bridge the gap between complex AI/ML capabilities and business value for technical and non-technical stakeholders Outcomes Expected Gross retention: 95%+ across your book of business Product adoption depth: Maintain a healthy book — 120%Why Plotline? Strategic CSM role — you're a business partner, not a support rep. You shape how customers think about engagement High customer impact — your ideas directly move the needle on DAU, retention, and revenue for some of the largest consumer apps in US.Product that sells itself — when customers see results, expansion conversations happen naturally. Your job is to make sure they see results Cross-functional influence — you'll shape product roadmap priorities, go-to-market strategy, and commercial playbooks Fast-moving team — new features ship weekly, giving you fresh tools and stories to bring to every customer conversation Ownership culture — you own your accounts end-to-end, and your impact is directly measurable