Enterprise Customer Success Manager

Enterprise Customer Success Manager - US

Join 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.

About Plotline

Proven track record as an enterprise-grade app personalisation platform serving apps like Dream11, Zepto, Upstox globally. Our US market represents one of our most strategic growth regions, with customers ranging from emerging startups to established enterprises leveraging our AI-driven personalization solutions.

About This Role

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 strategist.

Key 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 — <10% of accounts in "red" health status at any given time

• Time to value: Customers achieve measurable business impact within the first 60 days

• Expansion pipeline: Generate qualified expansion opportunities worth 25%+ of your portfolio's ARR annually

• Executive engagement: Multi-threaded relationships in 70%+ of accounts (not single-threaded with one champion)

Responsibilities

1. Product Adoption & Value Realization (30%)

• Own the adoption journey — ensure customers move beyond basic campaigns to leverage the full breadth of Plotline

• Proactively bring use case ideas to customers based on their vertical, user base, and engagement goals — you're not waiting for them to ask

• Conduct regular use case workshops and strategy sessions to map Plotline capabilities to customer KPIs (DAU, retention, conversion, ARPU)

• Monitor product usage patterns and flag underutilization

• Build and share best practices, playbooks, and success stories from across the customer base to inspire new use cases

• Ensure customers see measurable business impact from Plotline within the first 90 days

2. Renewal Ownership (30%)

• Own the renewal conversation end-to-end — from early health signals through commercial negotiation and contract execution

• Maintain a rolling view of renewal timelines, customer health scores, and risk indicators across your book of business

• Identify and mitigate churn risks early — declining usage, stakeholder changes, competitive evaluations, unresolved pain points

• Build the business case for renewal: compile ROI data, campaign impact metrics, and adoption milestones that make renewal a no-brainer

• Coordinate with Finance and Sales on renewal pricing, contract terms, and billing logistics

• Target: 95%+ gross retention across your portfolio

3. Strategic Customer Engagement (20%)

• Run regular business reviews (QBRs/MBRs) with customer stakeholders — presenting adoption metrics, campaign performance, ROI analysis, and a forward-looking engagement roadmap

• Build multi-threaded relationships across the customer org — product, marketing, growth, engineering, and leadership

• Understand each customer's broader business context — their competitive landscape, seasonal priorities, and strategic initiatives — and position Plotline as a lever for those goals

• Serve as the trusted advisor customers turn to when planning new product launches, seasonal campaigns, or engagement experiments

• Translate Plotline's product roadmap into customer-relevant narratives — "here's what's coming and here's how it helps you"

4. Expansion & Revenue Growth (15%)

• Identify upsell and cross-sell opportunities

• Package and hand off qualified expansion opportunities to Account Managers with full context — customer pain points, use cases, stakeholder mapping, and commercial signals

• Track leading indicators of expansion readiness: hitting impression caps, requests for new channels, new business units showing interest

5. Escalation Management, Product Roadmap & Cross-Functional Coordination (5%)

• Oversee customer escalations — the support team handles day-to-day tickets and bugs, but you own the customer relationship and step in when issues risk customer satisfaction or retention

• Ensure critical issues are prioritized, communicated transparently, and resolved within SLA

• Synthesize customer feedback into actionable product requests — represent the voice of the customer in internal roadmap and prioritization discussions

• Coordinate with Product, Engineering, and Support to ensure your customers' needs are heard and addressed

Requirements

Must-Have

• 2–3 years in Customer Success, Account Management, or Strategic Consulting at a B2B SaaS company — ideally in martech, engagement platforms, or mobile-first products

• Enterprise Customer Experience: Proven track record managing $800K+ ARR portfolios with strong retention and expansion metrics

• Commercial acumen: Comfortable owning renewal conversations, building ROI narratives, and navigating pricing discussions

• Strategic thinking: You can connect a customer's business goals to specific product capabilities and build a roadmap to get there

• Use case creativity: You naturally think in terms of "here's how you could use this to solve X" — you bring ideas to customers, not just react to requests

• Stakeholder management: Experience building relationships across product, marketing, growth, cultures and C-suite — and navigating complex, multi-stakeholder orgs,

• Communication: Exceptional communication skills — whether in a QBR presentation, a Slack message, or an escalation summary, communicating with global teams across time zones

• Ownership: Comfortable managing 30+ accounts end-to-end with full accountability for retention

Nice-to-Have

Background in consumer fintech, e-commerce, gaming, or super-app verticals

Track record of driving net revenue retention >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