Enterprise Customer Success Manager (CSM)

Albi is seeking an experienced and strategic Enterprise Customer Success Manager to drive adoption, outcomes, and long-term success for our largest restoration clients. The Enterprise CSM serves as a trusted advisor, ensuring customers realize measurable value from the Albi platform. You will lead post-implementation engagement for multi-location organizations, partnering closely with executive and operational teams to streamline workflows, increase ROI, and align the platform with each client’s business goals. This role requires both strategic thinking and hands-on execution balancing executive relationship management with day-to-day partnership to drive usage and satisfaction across hundreds of users. 5+ years of experience in Customer Success, Implementation, or Enterprise Account Management within a SaaS environment Proven success managing complex, multi-stakeholder relationships with large enterprise clients Deep understanding of customer lifecycle management and data-driven success planning Ability to lead discovery and success planning sessions with executive teams and translate insights into measurable outcomes Strong presentation and facilitation skills; capable of leading on-site or virtual business reviews, workshops, and user trainings Skilled at analyzing product usage data to identify risks and opportunities for growth or deeper adoption Exceptional collaboration skills with cross-functional teams (Sales, Product, Support, Onboarding) to ensure a unified customer experience Self-starter with the ability to operate autonomously, manage competing priorities, and drive impact in a dynamic startup environment Willingness to travel up to 40–50% for on-site visits, business reviews, and customer workshops Experience in the restoration or construction industry is a strong plus