About the role
Rohirrim is seeking a Customer Success Manager to join our Customer Experience organization. This role is responsible for owning the post-sale success, retention, and growth of Rohirrim’s enterprise customers. You will act as a strategic advisor to complex, high-value accounts, ensuring customers achieve measurable outcomes, renew with confidence, and grow their partnership with Rohirrim over time.
In this role, you will work closely with customers to help them adopt AI-powered workflows that improve efficiency, consistency, and confidence across their content-driven business processes.
What You’ll Do
Own Enterprise Customer Relationships
- Serve as the primary relationship owner for a portfolio of enterprise accounts, building trusted partnerships with operational leaders and executive stakeholders.
- Lead customer onboarding, success planning, and long-term engagement strategies from post-sale through renewals.
Drive Adoption, Value & Outcomes
- Develop and maintain customer success plans aligned to customer goals, maturity, and desired business outcomes.
- Monitor customer health, usage, and risk indicators, proactively driving engagement to ensure sustained adoption and value realization.
- Partner with customers to operationalize best practices and embed Rohirrim’s platform into day-to-day workflows.
Renewal Ownership & Expansion Support
- Own the renewal process for assigned accounts, including forecasting, timeline management, stakeholder alignment, and risk mitigation.
- Partner closely with Sales on expansion opportunities, providing strategic insight, customer advocacy, and evidence of value to support growth.
- Lead executive business reviews (QBRs/EBRs) that reinforce ROI, outcomes delivered, and roadmap alignment ahead of renewals.
Discovery & Strategic Alignment
- Lead structured discovery with customers to understand organizational goals, processes, and success criteria.
- Translate customer insights into tailored adoption strategies, recommendations, and success milestones.
Cross-Functional Leadership
- Act as the voice of the customer internally, collaborating with Product, Sales, Support, and Training to influence priorities and improve the customer experience.
- Align customer feedback with product enhancements, service improvements, and go-to-market initiatives.
Customer Enablement & Executive Engagement
- Deliver high-impact onboarding sessions, strategic workshops, and adoption reviews for enterprise customers (virtually and in-person).
- Maintain strong executive relationships, ensuring ongoing alignment, expectation management, and long-term partnership health.
Gather & Share Insights
- Capture actionable feedback, success metrics, and usage patterns, sharing insights with Customer Experience and Product leadership.
- Contribute to internal best practices, playbooks, and scalable approaches for enterprise customer success.
Be a Trusted Advisor
- Serve as a senior advisor to customers, helping them navigate change management, AI adoption, and process transformation.
- Provide thoughtful guidance and perspective to customers, colleagues, and leadership.
Who You Are
- 5+ years of experience in Customer Success, Account Management, Consulting, or a related enterprise, customer-facing role.
- Demonstrated experience owning renewals and driving retention in an enterprise SaaS environment.
- Comfortable engaging with and influencing executive-level stakeholders.
- Strong ability to translate customer goals into actionable success strategies.
- Passionate about generative AI and its application to knowledge-intensive workflows.
- Thrives in a fast-paced startup environment with evolving processes.
- Strategic, organized, and execution-oriented.
- Clear, confident communicator with strong relationship-building skills.