Strategic Customer Success Manager

🗣 Natter harnesses the power of AI and video to give everyone a voice. In early April 2026, Natter announced its Series A. $23M raised to define the enterprise conversation intelligence category. Natter is already being used by some of the world’s largest companies including ServiceNow, Accenture, Philip Morris, Lego, PwC, Mondelez, Cox Enterprises, SAP, Miro, Deloitte, Synopsys and many more. Natter’s conversational AI platform allows tens of thousands of users to simultaneously share ideas and feedback through real-time video conversations. Its uniquely scalable tech allows anyone with a smartphone to, literally, have a say on the most important decisions - ranging from workplace strategy to new product offerings. We partner with some of the world’s largest and most complex enterprises (Fortune 500 and equivalent), and are currently growing our team from 30 to 60 employees.

THE ROLE Post a successful Series A raise, we’re growing our CS team. We’re looking for a highly motivated and experienced Strategic Customer Success Manager to help build and retain strong relationships with our Large Enterprise clients. In this role, you will be responsible for ensuring the success and satisfaction of our Enterprise customers by building strong relationships, driving adoption, and identifying opportunities for growth. This presents a fantastic opportunity to play an integral role in building out the CS function from an early stage and accelerate your development as a key leader as we continue to grow. This is an opportunity to capitalise on the potential we have with some of the world’s largest companies and drive enormous commercial growth as we expand our presence and usage.

What You'll Do:

• Own and nurture strategic customer relationships, ensuring success and long-term value.

• Guide customers through key lifecycle stages, optimizing their experience from onboarding to renewal and expansion.

• Develop and execute strategic success plans, lead quarterly and executive business reviews with key stakeholders to demonstrate value, gather insights, and help customers achieve their goals.

• Identify and drive expansion opportunities, and collaborate with Account Growth to grow accounts based on customer needs.

• Collaborate closely with Product, Marketing, and Solutions teams to ensure a seamless customer experience and align strategies with customer needs.

• Partner with customers to analyze key performance indicators (KPIs), identify trends, and leverage data-driven insights to drive strategic business decisions.

• Advocate for the customer voice internally, influencing product development and fostering a customer-centric culture.

EXPERIENCE: You might be a good fit if you have:

• 7+ years’ experience in Customer Success, Account Management, or a similar client-facing role at a SaaS company or management consulting (MBB or equivalent).

• Experience managing strategic accounts with complex stakeholder ecosystems.

• Strategic, customer-centric mindset with a track record of identifying and driving growth opportunities within accounts.

• Exceptional presentation, written, and verbal communication skills, with the ability to engage both technical and non-technical audiences.

• Comfortable navigating C-level conversations and facilitating high-impact meetings.

• Strong commercial acumen; able to identify value drivers and influence buying behaviour.

• Strong multitasking and prioritization skills, with the ability to assess and respond to situational urgency effectively.

• Willingness to travel quarterly for customer engagements.

• Experience with SaaS, particularly B2B or vertical software, is a plus.

• Research interests and academic credentials are a major advantage.