Enterprise Customer Success Manager

Full-Time · San Francisco · Adapt

👋 Who We Are

Adapt API is a venture-backed startup building the agentic operations layer for Property & Casualty (P&C) insurance.

Today, walking into an insurance agency is like stepping into a time machine. Filing cabinets, fax machines, piles of incoming and outgoing mail. What you don't see is that even for the parts that have been "digitized", needless manual work abounds. Few systems communicate directly, leading to endless copy-pasting from emails to various proprietary web portals/desktop apps and back again.

Carrier by carrier, process by process, Adapt is bringing each of those manual and error-prone workflows into our comprehensive agentic workflow layer.

The implementation details are subject to change, but this is our north star, and the future we envision isn't possible without it.

💥 Why This Role Matters

This is not a role where you passively manage a book of accounts. You will own your customer relationships, drive adoption and usage, and protect and grow revenue across Adapt's most complex, highest-stakes accounts.

You'll be the first dedicated Enterprise CSM at Adapt — which means you're not inheriting a playbook or a defined motion. You're writing it. You'll define what enterprise success looks like at Adapt.

The urgency is real. We have enterprise accounts that are growing fast and need a strategic owner. We have a product that solves a genuine, important problem. What we need is someone who can deepen these relationships, turn customers into advocates, and grow accounts proactively.

🚀 Why You Should Join Adapt

• Own the Enterprise CS Motion: You're the first enterprise CSM. You’ll define the QBR framework, the health scoring model, the expansion playbook.

• Real Commercial Accountability: This isn't a support role with a success title. You own implementation, retention, and expansion outcomes. Strong performance means uncapped upside.

• Real Product, Real Pain: Adapt solves a problem agencies feel every single day. ROI is tangible. Customers who are successful become advocates, and your job is to make that happen.

• A+ Team & Backers: Backed by top investors, ex-Plaid execs, and industry insiders. The founding team is full of multiple-time builders, insurance experts, and A+ talent. We’re looking for more of the same.

• Momentum: Post-PMF. Revenue-generating. Growing lightning fast. The enterprise motion is scaling and you're leading the customer side of it.

🎯 What You'll Do

• Own Your Book

  • Serve as the strategic owner for a portfolio of enterprise accounts. These are Adapt's most complex, highest-value relationships — you treat them that way.

  • Build multi-threaded relationships across each account: technical leads, champions, and executive sponsors.

  • Lead structured business reviews that tie Adapt's value to measurable customer outcomes — not just product usage stats.

  Protect & Grow Revenue

  • Own gross and net revenue retention for your book. Track health signals, set up alerting to forecast risk, and act on any warning signs early — not when the renewal is two weeks out. You’ll define the proactive growth motion here, partnering with our biggest customers to drive adoption and usage across their teams.

  • Identify and close expansion opportunities in partnership with sales. New use cases, additional integrations, seat growth — you see the potential and drive it.

  • Lead renewal negotiations with a commercial mindset. Understand pricing levers, contract structures, and when to bring in support.

  • Convert at-risk accounts by diagnosing root causes, mobilizing internal resources, and owning the recovery plan.

  Define the Enterprise CS Motion

  • Develop and maintain account plans — stakeholder maps, success metrics, expansion roadmaps, and risk registers.

  • Test frameworks, document what works, and build the repeatable playbook the next enterprise CSM will learn from.

  • Synthesize customer feedback across accounts into prioritized, actionable input for product and engineering — not just raw feature requests.

  Partner Cross-Functionally

  • Collaborate with engineering and support on technical escalations — own the customer communication, set expectations, and drive to resolution.

  • Work with sales on land-and-expand strategy and ensure clean post-onboarding handoffs.

  • Maintain accurate account records in HubSpot — stakeholder maps, health status, open risks, and renewal timelines. Nothing falls through the cracks.

🧠 What Makes You a Great Fit

• 5+ years in enterprise customer success or account management at a B2B SaaS or fintech company — with real accountability for retention and expansion, not just satisfaction scores.

• You've owned a book of enterprise accounts ($100k+ ARR) and can talk about your NRR performance year over year without hesitation.

• Multi-stakeholder relationship experience. You've navigated complex organizations, built executive-level relationships, and know how to keep deals moving when five people have influence over the outcome.

• Commercially sharp. You understand contract structures, pricing trade-offs, and renewal dynamics. You know the difference between a customer who's happy and a customer who's going to expand.

• Technically fluent. You can understand complex technical products, troubleshoot data flow issues at a conceptual level, and communicate clearly between technical and non-technical stakeholders.

• Organized and disciplined. Your HubSpot is clean, your forecast is accurate, and you know exactly where every account stands at all times. Documentation is a strength, not a chore.

• Resilient and proactive. You've had accounts churn, deals fall through, and escalations go sideways. You bounce back fast and apply the learning — without waiting to be managed.

💫 Bonus Points

• Experience in insurance, financial services, or compliance-heavy verticals — you understand how risk-averse buyers evaluate new vendors and new relationships.

• You've managed customers through a complex technical integration or a significant product change — and kept them.

• Startup experience — you’ve been part of an all-hands-on-deck team and will do whatever it takes to take care of your customers.

• You've been a founding or early enterprise CSM before. You know what it means to define the motion, not just run it.

🧩 What Success Looks Like

• In 30 days: You understand the product cold, you've reviewed every enterprise account, and you have a clear picture of health, risk, and opportunity across your book. You've already had first conversations with your top accounts.

• In 90 days: Every account has an active plan. You've run your first QBRs. You've surfaced at least one risk early enough to address it, and identified at least one expansion opportunity.

• In 6 months: Your book is healthy and you've documented the enterprise CS motion — what works, what doesn't, what the next hire needs to know. You've turned at least one customer into a reference.

• Long-term: You're the enterprise relationship anchor at Adapt. Your retention rate is exceptional, your accounts are growing, and you're helping us recruit the next enterprise CSM by being the proof that this motion works.

This is a career-defining role for a proven enterprise relationship owner.

If you've owned a complex enterprise book, built real relationships at the executive level, and driven retention and expansion outcomes that you're proud to put a number on — this is your next move. You'll define what enterprise success looks like at Adapt, and help modernize one of the most broken industries in the country.

Let's go build.

Compensation Range: $140K - $160K