Enterprise Customer Success Manager

About elvex

elvex is the enterprise platform that transforms your work with AI. Our platform sits between your business and any LLM (ChatGPT, Claude, Gemini, etc.) to provide the easiest and safest way to build and use AI assistants at scale. Our customers (Embark, The Boston Globe, MovableInk, McClatchy, Code and Theory, and more) have scaled AI adoption across product, sales, marketing, and operations to drive meaningful value for their organizations. With elvex, in minutes, you can build an AI assistant that is securely and safely connected to your proprietary data and is solving real problems for you and your company.

We are a small, fully-remote, well-funded, and experienced team. We previously built, scaled, and exited Parse.ly, a digital analytics platform, that processed >1B events/day for 100s of customers. We sold Parse.ly to Automattic (the maintainers of WordPress) in 2021 which was their largest acquisition to date.

What you’ll help us do

Relationship Management

• Serve as the primary point of contact and trusted advisor for a select customers at elvex, build solid relationships, and understand their business issues to be solved.

• Conduct regular check-ins with customer stakeholders to address questions or issues and understand their strategic objectives

• Act as the voice of the customer to our internal stakeholders, including flagging and managing risks, advocating for their needs, and ensuring alignment on objectives

Onboarding and Adoption

• Lead the onboarding process for new Enterprise customers, ensure a smooth handoff from Sales and fast time to first value

• Leverage templates to create a consistent customer journey, iterate on templates as you learn from each customer experience helping the entire team mature

• Represent customer questions and feedback during this phase to our internal partners

• Provide training and cover all adoption levers with all customers, coaching each customer on how to leverage elvex

Account Growth and Expansion

• Comfortably do discovery into your customers’ needs, uncovering upsell opportunities within your account book and flagging when there is risk

• Develop account expansion strategies in partnership with Sales peers to drive revenue growth and customer lifetime value

• Represent customer feedback to R&D teams, advocate for feature requests as needed

Performance Tracking

• Own and report on your key performance indicators such as Retention, Healthscore, Active Users, EBRs, and more

• Track progress against customer’s goals and objectives, ensure that we’re matching all adoption levers to their priorities, and report progress to elvex internal stakeholders

• Identify trends, patterns, and areas for improvement based on your customer feedback

What you should have

• 3 - 7 years in a similar role within an international / B2B SaaS company

• Proven experience in Enterprise Customer Success, including track record of attaining targets

• Proficiency with tooling such as CRM software, Slack, Zendesk, Metabase, ChatGPT, Claude, Gemini, etc.

• Excellent communication skills, both written and verbal, with the ability to effectively interact with customers and internal stakeholders

• Familiarity with Value Selling and ability to do deep discovery with customers

• Demonstrated project management experience, including planning, execution, and stakeholder management

• Detail-oriented mindset with a focus on continuous improvement and operational excellence

• Live into our company values: Make it Better, Make it Together, Make it Customer Driven

• Ability to travel periodically and be in the office regularly

Why elvex?

• Salary, Benefits and Equity: $100K to $165 OTE with an equity stake

• True remote culture: Our company is 100% remote and we’re a founding team that embraced remote work for 10 years pre-pandemic. We don’t even have an office to be nudging you back into a year from now.

• Bring your own device: Use the tools that make you the most productive and use our equipment budget to upgrade where needed.

• Equipment budget: $2k USD upon starting for you to use as you wish. Buy a new computer, a standing desk, a monitor, a treadmill, etc.

• Vacation: Unlimited (we just ask that you provide us more heads up the longer the time off you plan to take).

• Personal and professional growth: In our previous company, most employees worked together for 5+ years. That’s an unheard of tenure in tech, but its because all of us care deeply about pushing each other to do our best and giving space to learn. That may mean using an experimental technology, giving a conference talk, or exploring management. Whatever your goals, we want elvex to be a career-defining place for you.

• Work-life Balance: The elvex founding team all have families. We all work hard, but we understand not just the need for down time, but its benefits.