Pactum AI · 1 day ago
Enterprise Customer Success Manager (US)
New York, NY
Full-time
Hybrid
Senior Level
5+ years expPactum AI is a leader in transforming enterprise procurement with innovative Agentic AI solutions. The Customer Success Manager will drive value realization and long-term success for enterprise customers, guiding them through best-practice adoption and ensuring measurable outcomes post-deployment.
Computer Software
Responsibilities
Analyze customer performance to uncover success drivers, challenges, and optimization opportunities that maximize value and results
Track engagement, conversion, and savings metrics; segment spend to identify high-impact categories and translate insights into clear, actionable plans
Partner with the Data team to surface insights by SKU, category, and region—informing a consultative, data-driven approach to customer success and growth
Drive stakeholder engagement and adoption through customer training sessions (e.g., lunch & learns, office hours, 1:1 “train-the-trainer”)
Identify adoption barriers and collaborate with Account Managers to design creative, results-oriented solutions
Co-lead QBRs with Account Managers, owning the analysis and presentation of customer results
Monitor success KPIs to proactively identify trends and signal customer health in real time
Collaborate with Account Managers, Implementation, and Product/Data Science teams to align strategy, feedback, and execution
Oversee onboarding milestones and deliverables to ensure timely, high-quality results
Build strong relationships with operational stakeholders (procurement managers, platform users)
Leverage standardized templates and workflows to ensure consistency and excellence across engagements
Contribute to defining essential tools, data, and processes that enable success across the Account Management organization
Qualification
Required
5+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles in B2B SaaS environment
Experience in managing customer success programs, customer retention, and upselling strategies
Ability to analyse customer data and usage trends to identify areas of improvement
Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally
Preferred
Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and a proactive approach
Proven experience with ProcureTech
Understanding of product management and its impact on customer experience
Strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously
Familiarity with CRM tools, customer success platforms, and analytics software
Benefits
Unlimited vacation time. You decide how much and when.
Paid sick leave. Take the time you need, worry-free.
Company equity. Share in our success.
Competitive salaries. We benchmark industry figures so you don’t have to.
Learning & development. We support your growth through seminars, workshops, and resources.
Flexible schedule. Work whenever and wherever suits you.
Annual off-site retreats. Get inspired in real life.
Team bonding. Enjoy happy hours, activities, and cross-functional chats with fellow Pactonians.
Medical, dental, and vision coverage. Including US programs and EU/UK government plans.
Office setup stipend. For remote employees to do their best work.
Co-working allowance. Find inspiration with a change of scenery, as needed.
Generous national holidays. Including U.S. programs and EU/UK local holidays.
Paid parental leave. Supported by US and EU/UK programs.
Company
Pactum AI
Pactum is an AI-based system that helps global companies to automatically offer personalized, commercial negotiations on a massive scale.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sarah Alper
Chief Financial Officer
Recent News
2023-08-29
2023-07-18
2022-12-16
Company data provided by crunchbase