Scrunch

Customer Success Manager

• Act as the primary point of contact for a portfolio of 10-20 enterprise-level clients, helping them maximize the impact of our cutting-edge generative AI search optimization software solution.
• Translate platform data into strategic recommendations tailored to each client’s business goals and industry dynamics to drive measurable improvements in visibility and optimization.
• Guide clients through onboarding, education, and adoption journeys—ensuring high engagement, retention, and satisfaction.
• Conduct quarterly business reviews and content strategy sessions focused on optimizing content visibility, organic growth, and AI-discovery performance (ChatGPT, Perplexity, etc.).

Enterprise Customer Success Manager

Manager

• Own the full engagement lifecycle—from pilot scoping through POC delivery, onboarding, platform activation, and executive business review.
• Present to C-suite and senior marketing leadership at enterprise brands.
• Drive onboarding and activation.
• Build repeatable engagement frameworks, onboarding playbooks, milestone templates, and escalation paths.
• Bridge pre-sales and post-sales.
• Create supporting content when it counts—kickoff decks, executive summaries, QBR frameworks—but the emphasis is on execution, not production.

Engagement Manager

Artificial Intelligence

• Build and maintain analyses, dashboards, and reporting that track AI search performance, including visibility, citations, competitive movement, prompt/topic performance, and content coverage.
• Translate platform data into clear customer-facing insights and recommendations tied to business goals, customer journeys, personas, and content priorities.
• Partner with Customer Success on client working sessions, reviews, investigations, and strategic readouts.
• Diagnose performance changes by analyzing prompt patterns, topic mix, source behavior, competitor activity, and platform shifts across AI surfaces.
• Design and support measurement frameworks and experiments, including hypothesis development, KPI definition, pre/post analysis, and readouts.
• Conduct quantitative deep dives into questions like what drives citations, where visibility is being won or lost, and how content or technical changes affect outcomes.
• Help improve internal methodologies for trend reporting, benchmarking, segmentation, and performance interpretation in noisy, fast-changing environments.
• Partner with Product and Engineering to surface customer pain points, edge cases, and opportunities for better reporting, analytics, and workflows.
• Contribute to external-facing analysis where useful, including research summaries, benchmark studies, and thought leadership content.

Enterprise Customer Success Manager

Enterprise Customer Success Manager

Engagement Manager

AI Search Analyst