About the job
About FLORA:
At FLORA, we are redefining creativity with our innovative tools designed for the modern creative class. Our intelligent canvas integrates cutting-edge AI models to enhance professional craftsmanship. With a compact team of around 20, we have successfully raised $52 million from renowned investors such as Redpoint Ventures, Hanabi Capital, Menlo Ventures, Justin Kan, and Gabe Whaley, the founder of MSCHF. Our diverse clientele includes industry leaders like Pentagram, Lionsgate, and Nike.
About the Role:
As an Enterprise Customer Success Manager at FLORA, you will be the key relationship steward for a portfolio of enterprise accounts. Your role will encompass driving product adoption, ensuring client retention, managing renewals, and serving as a trusted advisor to pivotal stakeholders. You should be adept at establishing processes from the ground up, adaptable to wearing multiple hats, and excel in a dynamic environment—while consistently delivering outstanding customer results.
Your Responsibilities Include:
Overseeing the complete customer lifecycle for a range of enterprise accounts, from the onboarding process to renewals and expansions.
Cultivating deep, trusted relationships with executive sponsors, champions, and day-to-day users within customer organizations. Leading intricate, cross-functional projects to boost platform adoption and ensure that clients realize measurable business outcomes.
Formulating and implementing tailored Customer Success Plans that align with each account’s objectives, KPIs, and growth trajectories.
Collaborating with Account Executives to proactively identify renewal risks and opportunities for expansion within your account portfolio, thereby driving net revenue retention and growth.
Managing the entire renewals process—including forecasting, negotiation, and timely closure—in partnership with Sales and Finance. Conducting regular Executive Business Reviews (EBRs) to communicate value, progress, and alignment with the roadmap.
Acting as the internal advocate for the customer, collaborating with Product, Engineering, and Marketing teams to influence the FLORA roadmap.
Proactively tracking customer health scores, usage data, and engagement metrics to mitigate the risk of churn.
Contributing to the development of scalable Customer Success playbooks, processes, and best practices.
Skillfully navigating complex organizational structures and multi-threaded stakeholder relationships.

