Customer Success Manager at Protex AI in Boston, MA

Job description

The physical world generates an extraordinary amount of data, yet most of what happens inside manufacturing and logistics sites remains invisible to the systems that run them. At Protex AI, we're changing that. We're building Site Intelligence, an AI platform that connects cameras, enterprise systems and operational knowledge to give businesses a real-time understanding of what's happening across their operations. Our computer vision technology transforms video into structured operational data, while AI agents turn that data into insights, investigations and actions. We're helping some of the world's largest enterprises improve safety, eliminate inefficiencies and increase productivity. We've built a strong foundation in safety. Now we're expanding into a much bigger opportunity: using AI to fundamentally change how industrial operations are understood, managed and optimised. Interested in creating a new category with us? We're looking for high-agency people who thrive in ambiguity, move quickly and care deeply about solving real problems. Job Overview: Internally known as our "Enterprise Client Strategist". An Enterprise Client Strategist is a motivator, trusted advisor, and strategic coordinator responsible for guiding enterprise clients through their journey with Protex AI. You'll guide clients from late-stage sales through rollout, adoption, expansion, and ongoing optimization - translating their safety and operational goals into measurable platform outcomes. This role blends relationship management, project coordination, and commercial awareness. You're not a technical support rep, but you bring strong platform fluency and know how to remove blockers, align stakeholders, and connect adoption to business results. You're curious, empathetic, and comfortable navigating ambiguity across complex organizations. Reports to: Director of Client Experience Portfolio: 8–12 enterprise accounts, covering roughly $1.5–$3M+ ARR Team context: Part of a growing CS team with peers in similar roles across regions Location: Any state in EST (Eastern Standard Time) Success Targets: • Time to Measurable Impact (TTMI): Target 60-90 days from user access date • Net Retention Rate: Target 120%+ across your portfolio • NPS: Target of 65+ across the team • Client Health: Proactive account management with no unexpected churn • Expansion: Identify and support expansion opportunities; partner with Commercial on pipeline Key Responsibilities: Client Relationship & Value Delivery • Build trusted relationships with both site-level operators and executive stakeholders. • Translate client goals into platform strategies and action plans that lead to measurable impact (TTMI). • Host recurring business reviews that connect platform usage to outcomes executives care about: risk reduction, efficiency gains, scalability, and ROI. • Know when to listen, lead, escalate, or step back; you're attuned to organizational dynamics and protect trust through every interaction with preparedness and professionalism. Platform Adoption & Guidance • Coach clients on using Protex AI to drive safety, operational, and cultural improvements. • Maintain deep platform fluency to set realistic expectations and develop site-specific usage strategies, platform configurations, reporting, and site investigations. • Embed Protex into daily operations by aligning platform usage with client SOPs and workflows. • Monitor usage, spot early signs of disengagement, and lead recovery efforts before they escalate. • Escalate technical or product blockers with clear context so internal teams can act quickly. Project Coordination & Rollouts • Drive rollout timelines and milestone delivery in partnership with Commercial and Implementation, supporting the 45-day Time to Live target from device delivery to cameras connected. • Coordinate multi-site rollouts; keep stakeholders aligned and momentum steady with accountability. • Identify and resolve workflow friction, client-side or internal, before it b