Enterprise Customer Success Manager - US

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 — \ 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