Enterprise Customer Success Manager

New York

Archive Communities – Account Management /

Full-time /

On-site

Archive (archive.com) is the leading AI-first influencer marketing platform. We build software & agents to help influencer marketers grow revenues faster.

Over 2,000+ innovative brands like L’Oreal, Revlon, Olipop, Quest Nutrition, Parade, and Liquid Death use our software to streamline their influencer marketing initiatives, and we're backed by top investors like Stripe, Tiger, Battery Ventures, and founders of companies like Ramp, Hugging Face, and Applied Intuition.

We are looking for an exceptional team member to join our growing team in New York City. As a Customer Success Manager at Archive, you will drive customer satisfaction, retention, and growth while working directly with our largest customers (L’Oreal, Quest Nutrition, Edelman). The ideal candidate will be passionate about helping customers maximize value from our platform while contributing to the development of our customer success organization.

Requirements

3-7+ years CSM/AM experience, with 2+ years servicing Enterprise (5k+ employees) accounts
Demonstrated track record of managing and growing customer relationships
Strong analytical skills with experience in tracking and improving Customer Success metrics
High level of self-motivation and drive with a proven ability to work independently
Natural curiosity and desire to understand customer needs and business objectives
Experience with customer success tools and CRM platforms
Strong problem-solving abilities and attention to detail

Bonus Requirements

Basic understanding of influencer marketing

Key Responsibilities

Drive customer satisfaction and success through proactive relationship management and regular check-ins with assigned accounts
Lead customer onboarding processes, ensuring smooth implementation and adoption of the Archive platform
Develop and execute strategies to reduce customer churn while increasing retention and renewal rates
Identify and execute upselling opportunities by understanding customer needs and showcasing relevant platform features
Collaborate cross-functionally with engineering, support, and sales teams to resolve customer issues and implement solutions
Gather and analyze customer feedback to improve product features and customer success processes
Monitor and optimize key customer success metrics while developing strategies for continuous improvement
Provide comprehensive platform education and training to ensure customers maximize their ROI

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