Enterprise Customer Success Manager

D-ID is the leading interface for the agentic revolution, pioneering Natural User Interfaces (NUI) with hyper-realistic, interactive avatars for AI agents, assistants, and co-pilots. With an enterprise-grade, secure, and scalable streaming API, D-ID enables seamless, human-like interactions that enhance trust and redefine AI-powered communication. Since its founding in 2017, D-ID has been supported by tier-1 VCs and has grown to employ 100 people globally. Over 180 million videos featuring digital humans have been created using D-ID’s self-service studio and integrations, while more than 280,000 developers are building innovative solutions with the D-ID API.

As our Enterprise Customer Success Manager, you will be responsible for ensuring that our customers receive the highest level of support and service possible. You will be the primary point of contact for customer inquiries, support requests, and account management. This is an exciting opportunity to join a growing team at a leading company in the generative tech space.

Responsibilities

• Successfully and consistently deliver ROI and value for our customers, consulting their business while leveraging D-ID solutions.
• Build strong relationships with clients based on your ability to earn their trust and deliver. Your goal is to be a trusted advisor in the Gen AI space.
• Simultaneously and successfully manage multiple client relationships, fully owning a book of business representing 20+ enterprise accounts.
• Proactively identify business goals and pain points, and opportunities where you can deliver even greater value for our clients through regular meetings, QBR’s, and onsite meetings.
• Analyze key account statistics and performance metrics to identify pain points, while educating clients to drive performance. Use data to make strategic decisions, both internally and externally.
• Help manage the digital customer journey, partnering with other departments such as Marketing and Product to create and distribute content to Enterprise customers.

Requirements

• 5+ years’ experience in a client facing role - preferably at a SAAS organization. Gen AI experience a plus
• Renewal experience required, experience in a quota carrying role a plus.
• Positive attitude and remarkable ability to build rapport from initial conversation and throughout the client lifecycle: onboarding, implementation, support, and renewal.
• Hunger to work in a hyper-fast paced and ever-changing environment (progress in AI changes daily!). Startup experience a plus
• Superior organization and prioritization skills, along with focused attention to details
• Technical attitude, including general knowledge pertaining to web, analytics and tracking, CMS platforms such as Planhat/Churnzero, and APIs.
• Experience working with internationally distributed teams a must
• CS Operations experience a plus
• Digital/Scaled Customer Success experience a plus
• English - native level required, other language(s) proficiency is a plus