Enterprise Customer Success Manager (CSM) at Albi in Chicago, IL

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.

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

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.