Enterprise Customer Success Manager (CSM)

About the role

Albi is looking for an experienced, strategic Enterprise Customer Success Manager to drive adoption, outcomes and long-term success for its largest restoration clients. The Enterprise CSM acts as a trusted advisor, helping customers realize measurable value from the Albi platform. The role leads post-implementation engagement for multi-location organizations, working with executive and operational teams to streamline workflows, increase ROI and align the platform with each client's business goals.

Key responsibilities

• Lead post-implementation engagement for multi-location organizations
• Partner with executive and operational teams to streamline workflows and increase ROI
• Drive usage and satisfaction across hundreds of users
• Run discovery and success planning sessions with executive teams and turn insights into measurable outcomes
• Analyze product usage data to spot risks and opportunities for deeper adoption
• Collaborate with Sales, Product, Support and Onboarding to deliver a unified customer experience

Required profile

• 5+ years in Customer Success, Implementation or Enterprise Account Management within a SaaS environment
• Proven track record managing complex, multi-stakeholder relationships with large enterprise clients
• Deep understanding of customer lifecycle management and data-driven success planning
• Strong presentation and facilitation skills, including on-site or virtual business reviews, workshops and user trainings
• 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

Required skills

• SaaS customer success and account management
• Customer lifecycle management
• Product usage data analysis
• Discovery and success planning sessions

What we offer

• Competitive salary and generous PTO
• Medical, dental and vision insurance
• Equipment budget and continuing education, mentoring and career development
• 401K plan with matching
• Regular team events and off-sites
• In-office first organization (Oak Brook office 4 days a week)