Customer Success Manager (AI Enterprise)

This is a foundational hire. You will join Almetra's early Customer Success function and own a series of accounts with the full customer lifecycle from day one. You will operate as a senior player: carrying your own book while continuously building the infrastructure for the team. The right person is commercially sharp, operationally organized, and credible enough to bring the customer voice meaningfully into product and strategy conversations. What You'll Do - Own NRR, gross retention, and customer health across your account portfolio - Lead onboarding, ongoing engagement, and executive business reviews for complex manufacturing enterprises - Facilitate cross-functional alignment between customer technical and operations teams and our internal stakeholders - Proactively monitor solution performance, identify expansion opportunities, and advise on best practices - Manage escalations end-to-end, maintaining high customer satisfaction - Enrich CS infrastructure in parallel: playbooks, health scoring, processes, tooling - Represent the customer perspective in internal product and strategy discussions What We're Looking For - 3+ years in a customer-facing role, ideally with enterprise clients in manufacturing or industrial environments - Proven ability to navigate large, matrixed organizations - Track record of both retaining and expanding accounts commercially - Strong communication and stakeholder management skills across technical and executive audiences - Comfortable building process where little exists - Fluent in English; additional languages a plus - Willingness to travel as needed What we offer Employee Share Options Program for all permanent employees* An increasing benefits list: currently includes Urban Sports club and quarterly team retreats. Be on the forefront in defining what artificial intelligence means in manufacturing Gain hands-on experience in working in an AI-first software company Supportive and inclusive culture that values diversity and promotes the advancement of underrepresented groups within the company Collaborate with a diverse (currently more than 10 nationalities) and talented team, working on cutting-edge projects with real-world impact Network with professionals and leaders in the field, opening doors to potential future career opportunities We have a very flat hierarchy, open 360° feedback, and flexible working hours Ethics⚖: We are committed to developing ethical AI software Don't meet all the requirements? Almetra is committed to creating a workplace that is diverse, fair, and inclusive. We encourage candidates from all backgrounds, even if they do not meet every qualification, to submit their application. We firmly believe that having a team with diverse perspectives only strengthens our company and drives innovation. Our commitment also extends to providing an accessible environment for everyone, including those with disabilities. Please let us know if you require any accommodations during the application process or while working with us, and we will do our best to support you. *Only full-time, permanent roles are eligible for stock options. Part-time roles, contract roles, work-student, internships and freelance roles are not eligible for stock options.