Enterprise Customer Success Manager

About the Company

Adapt API is a venture-backed startup building the agentic operations layer for Property & Casualty (P&C) insurance. We are bringing manual and error-prone workflows into a comprehensive agentic workflow layer to modernize the insurance industry.

Responsibilities

• Serve as the strategic owner for a portfolio of complex, high-value enterprise accounts
• Build multi-threaded relationships across technical leads, champions, and executive sponsors
• Lead structured business reviews that tie product value to measurable customer outcomes
• Own gross and net revenue retention (GRR/NRR) for your book of business
• Identify and close expansion opportunities in partnership with the sales team
• Lead renewal negotiations with a commercial mindset
• Develop account plans, stakeholder maps, and success metrics
• Synthesize customer feedback into actionable input for product and engineering teams
• Collaborate with engineering and support on technical escalations
• Maintain accurate account records in HubSpot

Requirements

• 5+ years in enterprise customer success or account management at a B2B SaaS or fintech company
• Proven track record of owning enterprise accounts ($100k+ ARR) with accountability for retention and expansion
• Experience navigating complex organizations and building executive-level relationships
• Strong commercial acumen regarding contract structures and pricing
• Technical fluency to understand complex products and troubleshoot data flow issues conceptually
• Highly organized with disciplined documentation habits
• Resilient and proactive approach to managing risks and escalations

Preferred Qualifications

• Experience in insurance, financial services, or compliance-heavy verticals
• Experience managing customers through complex technical integrations
• Previous startup experience in an all-hands-on-deck environment
• Experience as a founding or early-stage enterprise CSM