Senior Customer Success Manager

Parloa

ABOUT PARLOA Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale.   ABOUT THE ROLE: Parloa is transforming customer experience through AI-powered agents. Our Enterprise customers are rethinking how service is delivered across contact centers, digital channels, and global operations. As a Senior Enterprise Engagement Manager, you will act as the strategic post-sale leader for a portfolio of complex enterprise accounts. These organizations operate across multiple stakeholders, departments, and geographies — requiring strong executive presence, structured thinking, and disciplined execution. You will guide customers from implementation through scaled adoption and measurable ROI, while identifying opportunities for expansion and long-term partnership growth. This is a highly cross-functional role at the intersection of strategy, execution, and commercial impact. This is your opportunity to act as a strategic partner to leading enterprise organizations—driving AI adoption, delivering measurable business impact, and shaping long-term customer growth through Parloa’s platform.   AREAS OF OWNERSHIP: * Serve as the primary strategic partner for a portfolio of enterprise customers, building relationships across technical, operational, and executive stakeholders * Develop and execute structured account strategies aligned to customer business goals, transformation initiatives, and long-term growth * Lead executive engagements (EBRs/QBRs) focused on measurable outcomes, ROI, and roadmap alignment * Partner cross-functionally with Implementation, Product, and Engineering to drive successful deployments from kickoff through go-live * Establish clear governance, timelines, and accountability across workstreams while proactively identifying and mitigating risks * Drive adoption and change management to ensure solutions are fully embedded and delivering value beyond initial launch * Define, track, and communicate key success metrics (e.g., automation, CSAT, efficiency, cost savings) through clear, executive-level insights * Identify performance gaps and implement structured action plans to improve outcomes and optimize impact over time * Drive commercial growth by identifying expansion opportunities, building account roadmaps, and supporting renewals * Contribute to strong Net Revenue Retention (NRR) by aligning customer success with long-term business value * Position Parloa as a strategic partner by proactively shaping customer strategy, not just executing on requests   WHO YOU ARE: * You bring 5+ years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or similar roles within SaaS or enterprise technology * You have experience managing large, complex accounts (typically $500K+ ARR or comparable complexity) * You are comfortable operating at both a strategic level (executive alignment, roadmap planning) and operational level (driving execution and delivery) * You have a proven ability to influence Director, VP, and C-level stakeholders * You have experience driving measurable business outcomes tied to defined KPIs * You bring strong project management and organizational skills, with the ability to manage multiple priorities in parallel * You have experience supporting or contributing to account expansion and renewal strategies NICE TO HAVE: * Experience in AI, automation, CX platforms, or contact center technologies * Background in digital transformation or operational modernization initiatives * Experience working with global or multi-region enterprise organizations   OUR RECRUITING PROCESS: Talent Acquisition  → Hiring Manager → Technical Interview(s) → Bar Raiser   WHY PARLOA? We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale—and want your work to matter in real, everyday moments—this is where you do it. At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them. We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.   Compensation for this role is structured as On-Target Earnings (OTE), consisting of a base salary and performance-based variable component, in addition to an equity package. Salary Range $130,000—$165,000 USD   ---------------------------------------------------------------------------------------------------------------------------------- Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. Please click here to learn more. * We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.

Parloa

ABOUT PARLOA Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale.   ABOUT THE ROLE: As a Sr Strategic Engagement Manager at Parloa, you will lead our most critical enterprise engagements, guiding organizations through complex AI and customer experience transformations while ensuring measurable business impact. This is a highly strategic, customer-facing role where you operate as the central orchestrator across delivery, stakeholders, and long-term value realization. You will sit at the intersection of transformation strategy, enterprise delivery, and AI innovation, translating executive ambition into scalable outcomes while partnering closely with Account Executives, Solution Engineers, Value Consultants, and our partner ecosystem. This is your opportunity to lead large-scale AI and CX transformations for global enterprises, owning strategic engagements end to end while shaping how organizations adopt, scale, and realize value from agentic AI.   AREAS OF OWNERSHIP: * Lead strategic enterprise engagements end to end, owning success plans, KPIs, and measurable business outcomes from initial deployment through long-term value realization * Translate executive-level AI and CX strategies into tangible impact across multiple business units, regions, and functions * Orchestrate implementation and delivery, managing timelines, dependencies, and cross-functional execution to ensure seamless, on-time, high-impact go-lives * Build and sustain strong, trust-based relationships with senior stakeholders, positioning Parloa as a long-term strategic transformation partner * Drive value realization through data-driven storytelling, executive business reviews, and clear success narratives * Identify and unlock expansion opportunities by scaling successful initiatives across regions, teams, and use cases * Partner cross-functionally with Account Executives, Solution Engineers, Value Consultants, and partners to align on strategy, execution, and growth * Represent Parloa’s leadership in agentic AI, customer experience transformation, and enterprise innovation in customer engagements   WHO YOU ARE: * You bring 8+ years of experience in enterprise software, consulting, customer success, or engagement management, working with large, strategic accounts * You have a proven track record of leading complex enterprise engagements and translating executive vision into measurable business outcomes * You operate with a strong ownership mindset, are comfortable navigating ambiguity, and can align cross-functional teams around shared goals * You have executive presence and are confident influencing senior stakeholders through clear, data-driven communication * You understand AI, automation, and enterprise systems, and can connect technical capabilities to real business impact * You bring a structured, proactive, and collaborative approach, elevating teams through clarity, rigor, and execution NICE TO HAVE: * Advanced degree (MBA or Master’s in Business, Engineering, or a related field) * Exposure to AI, cloud, or data-related domains * Experience working in complex, multi-region enterprise environments   OUR RECRUITING PROCESS: Talent Acquisition → Hiring Manager → Expert Interview(s) → Bar Raiser   WHY PARLOA? We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale—and want your work to matter in real, everyday moments—this is where you do it. At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them. We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one. Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.   Compensation for this role is structured as On-Target Earnings (OTE), consisting of a base salary and performance-based variable component, in addition to an equity package. Salary Range $150,000—$180,000 USD   ---------------------------------------------------------------------------------------------------------------------------------- Parloa is committed to upholding the highest data protection standards for our clients' and employees' data. All our employees are instrumental in ensuring the utmost care, GDPR, and ISO compliance, including ISO 27001, in handling sensitive information. Parloa is an e-verify employer in the USA. Please click here to learn more. * We provide equal opportunities to all qualified applicants regardless race, gender, sexual orientation, age, religion, national origin, disability status, socioeconomic background and other characteristics.

Foundry

OVERVIEW We are seeking a strategic and transformational business leader to serve as Senior Vice President & General Manager, Commercial Operations for one of the world’s leading B2B technology media, marketing services, and audience intelligence organizations. This executive will have end-to-end leadership responsibility for the operational performance, customer experience, delivery excellence, and strategic evolution of Foundry’s commercial delivery organization, ensuring the company consistently delivers measurable outcomes for clients while supporting sustainable growth and profitability. Operating as the General Manager of Commercial Operations, this leader will oversee the strategy, execution, and performance of global teams spanning: * Lead Generation Operations * Advertising Operations * Marketing Services Delivery * Data Operations * Performance Analytics * Client Experience Excellence The SVP & GM will work in close partnership with the Chief Revenue Officer, Chief Marketing Officer, Product leadership, and Technology leadership to maximize revenue realization, strengthen customer outcomes, improve operating leverage, and accelerate innovation across Foundry’s commercial solutions portfolio. This role requires a leader who can blend operational excellence, commercial acumen, customer-centricity, and organizational leadership to build a world-class operating model that powers Foundry’s continued evolution as a modern media, data, and marketing services company. This is an in-office position, based in either Boston, New York, or San Francisco. KEY RESPONSIBILITIES COMMERCIAL OPERATIONS LEADERSHIP * Serve as General Manager for the Commercial Operations organization, responsible for operational performance, customer outcomes, and long-term value creation. * Lead the strategy and execution of a global organization supporting approximately $100 million in annual revenue. * Define and execute the long-term operating roadmap across all commercial delivery functions. * Identify opportunities to expand capabilities, improve scalability, and create competitive differentiation. * Establish a modern operating model that balances growth, customer experience, profitability, and efficiency. REVENUE REALIZATION & CUSTOMER OUTCOMES * Own the successful delivery and execution of all client commitments across demand generation, content syndication, advertising, marketing services, and data-driven solutions. * Partner closely with Sales leadership to maximize revenue attainment, client retention, and account expansion opportunities. * Establish operational frameworks that ensure programs consistently deliver measurable customer outcomes. * Drive accountability for campaign quality, lead quality, client satisfaction, renewal readiness, and overall customer success. * Ensure operational excellence across all customer-facing delivery functions. COMMERCIAL STRATEGY & EXECUTIVE PARTNERSHIP * Partner with the Chief Revenue Officer to ensure commercial commitments are deliverable, scalable, profitable, and capable of producing exceptional customer outcomes. * Partner with the Chief Marketing Officer to optimize campaign effectiveness, customer engagement, audience insights, and market-facing performance. * Collaborate with Product, Technology, Data, Finance, and Customer Success leaders to align business strategy with operational execution. * Serve as the primary bridge between commercial strategy and delivery execution across the organization. DELIVERY EXCELLENCE & OPERATIONAL INNOVATION * Establish world-class operational standards, governance models, service-level expectations, and quality frameworks. * Drive continuous improvement initiatives that improve efficiency, responsiveness, quality, and profitability. * Lead transformation initiatives focused on automation, AI adoption, workflow modernization, and scalable delivery models. * Develop operational systems that enable growth without proportional increases in cost structure. * Foster a culture of innovation and accountability across the organization. DATA & INTELLIGENCE STRATEGY * Oversee Data Operations and Performance Analytics as strategic business functions. * Ensure the quality, integrity, governance, and scalability of Foundry’s audience, prospect, and intelligence assets. * Develop operational frameworks that maximize the value of first-party data, audience insights, and intent-driven capabilities. * Partner with Product and Technology teams to improve data utilization, measurement methodologies, and AI-enabled decision making. * Establish performance measurement frameworks that provide visibility into campaign effectiveness, customer outcomes, and business impact. BUSINESS LEADERSHIP & VALUE CREATION * Own the operational performance of a business supporting approximately $100 million in annual revenue. * Improve delivery economics, customer lifetime value, retention, profitability, and operational leverage. * Establish goals and metrics across customer experience, service delivery, operational efficiency, and financial performance. * Translate corporate strategy into actionable operating plans and measurable business outcomes. * Partner with Finance on budgeting, forecasting, workforce planning, and resource allocation. * Identify opportunities to develop new service capabilities, operational innovations, and scalable delivery models that create long-term enterprise value. LEADERSHIP & ORGANIZATIONAL DEVELOPMENT * Lead and develop a high-performing global organization of approximately 150 professionals. * Build leadership succession plans and organizational capabilities that support future growth. * Recruit and develop top operational, analytical, and customer-focused talent. * Foster a culture of accountability, collaboration, innovation, and continuous improvement. * Serve as a key member of the company’s Executive Leadership Team. QUALIFICATIONS * 15+ years of executive leadership experience within B2B media, marketing services, demand generation, advertising technology, SaaS, data, information services, or related industries. * Experience operating as a General Manager, SVP, COO, or senior operational leader with responsibility for large-scale commercial delivery organizations. * Proven success leading organizations with 100+ employees across multiple functions and geographies. * Demonstrated ability to scale commercial operations while improving customer outcomes and profitability. * Deep understanding of demand generation, marketing services, digital advertising, customer success, analytics, and data-driven business models. * Experience leading transformation initiatives involving automation, AI, operational modernization, or organizational redesign. * Strong financial acumen with experience managing budgets, operating plans, and revenue-supporting organizations. KEY COMPETENCIES * General Management & Business Leadership * Commercial Operations Strategy * Revenue Realization & Customer Outcomes * Data & Intelligence Strategy * Operational Excellence & Process Innovation * Organizational Transformation * Financial & Business Acumen * Executive Stakeholder Management * Cross-Functional Leadership * Talent Development & Organizational Effectiveness IMPACT OF THE ROLE This role will shape the future operating model of Foundry and serve as a critical driver of customer success, operational excellence, and enterprise value creation. As the executive responsible for transforming commercial opportunity into customer outcomes and realized revenue, the SVP & GM, Commercial Operations will sit at the center of Foundry’s growth strategy. By integrating delivery excellence, audience intelligence, operational innovation, performance analytics, and customer experience, this leader will create the operating foundation that enables sustainable growth, stronger client relationships, and long-term competitive advantage.   For individuals assigned and/or hired to work in applicable jurisdictions, Foundry includes a reasonable estimate of the compensation range for this role. This accounts for the wide range of factors considered in making compensation decisions, including but not limited to business or organizational needs, skill sets, experience and training, licensure, and certifications. A reasonable estimate of the compensation for this role is $300,000 plus bonus.