Enterprise Customer Success Manager (CSM)
Albi Open · verified Sep 24, 2026 At a glance
Mid-level Customer Success role at Albi. Chicago · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide enterprise restoration clients after implementation, helping hundreds of users adopt the platform and achieve measurable results
- Build relationships with executive and operational stakeholders across multi-location customer organizations
- Run discovery meetings, success planning, business reviews, workshops, and user training sessions
- Use product usage information to surface customer risks, growth opportunities, and deeper adoption paths
- Coordinate with Sales, Product, Support, and Onboarding to deliver a consistent customer experience
What you bring
- At least five years in Customer Success, Implementation, or Enterprise Account Management within SaaS
- A track record managing complex relationships involving multiple stakeholders at large enterprise accounts
- Strong knowledge of customer lifecycle management and success planning based on data
- Confidence presenting to and facilitating sessions with executive teams, including translating findings into measurable outcomes
- Ability to work independently, juggle competing priorities, and travel up to half the time
Who this fits
You’ll suit this role if you can combine executive relationship management with hands-on customer partnership. The position is based onsite in Chicago, with teams expected at the Oak Brook office four days each week, and travel can reach up to half your time. Restoration or construction experience is a strong plus.
From the employer
Albi is seeking an experienced and strategic Enterprise Customer Success Manager to drive adoption, outcomes, and long-term success for our largest restoration clients. The Enterprise CSM serves as a trusted advisor, ensuring customers realize measurable value from the Albi platform. You will lead post-implementation engagement for multi-location organizations, partnering closely with executive and operational teams to streamline workflows, increase ROI, and align the platform with each client’s business goals. This role requires both strategic thinking and hands-on execution balancing executive relationship management with day-to-day partnership to drive usage and satisfaction across hundreds of users.
Requirements
5+ years of experience in Customer Success, Implementation, or Enterprise Account Management within a SaaS environment
Proven success managing complex, multi-stakeholder relationships with large enterprise clients
Deep understanding of customer lifecycle management and data-driven success planning
Ability to lead discovery and success planning sessions with executive teams and translate insights into measurable outcomes
Strong presentation and facilitation skills; capable of leading on-site or virtual business reviews, workshops, and user trainings
Skilled at analyzing product usage data to identify risks and opportunities for growth or deeper adoption
Exceptional collaboration skills with cross-functional teams (Sales, Product, Support, Onboarding) to ensure a unified customer experience
Self-starter with the ability to operate autonomously, manage competing priorities, and drive impact in a dynamic startup environment
Willingness to travel up to 40–50% for on-site visits, business reviews, and customer workshops
Experience in the restoration or construction industry is a strong plus
Benefits
We’re driven by purpose, fueled by high energy, and backed by venture funding. We’re unapologetically ambitious and make sure that everyone has the support they need to succeed. We value building a strong company culture, being together and collaborating which is why we are an In-Office first organization requiring our teams to be at our Oak Brook office 4 days a week.
We offer a generous compensation package which includes;
- Good balance of personal autonomy and team collaboration on projects
- Working with a team of smart, kind humans passionate about leveraging technology to solve real-world problems
- Be in an environment where your input is highly valued and personal growth is prioritized.
- Interesting and challenging work.
- Competitive Salary
- Generous PTO.
- Medical, dental, and vision insurance coverage.
- Regular team events and off-sites.
- Equipment budget - everything you need to do your best work
- Continuing education, mentoring, and career development opportunities
- 401K Plan + Matching.
Your journey is your own, and we’re here to help you thrive, no matter your starting point.
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