Strategic Account Manager (CSM)

We are looking for a Strategic Account Manager with 5-8 years of experience in enterprise customer success, implementation, or engagement management to own and grow a portfolio of Fortune 500 accounts at an AI-native consumer intelligence platform. You'll be the glue between clients and Merciv's product and engineering teams — translating complex business needs into platform deployments that stick. This is a product-oriented role at a freshly funded startup ($14M seed) where you'll help build the customer experience function from scratch, not inherit someone else's playbook. If you think like a product manager who happens to own enterprise accounts, this is your role.

What will you be doing?

- Own a portfolio of enterprise accounts post-close — driving implementation, adoption, retention, churn prevention, and expansion across Fortune 500 clients in CPG, beauty, food & beverage, and retail

- Run end-to-end onboarding and deployment, managing change management across stakeholders from the C-suite to field teams adopting a fundamentally new way of working

- Spec and validate customer requirements from the field, translating them into in-app workflows and recommendations that embed durable value into the platform

- Serve as the primary technical point of contact — troubleshooting data/integration issues, bridging business and engineering, and managing product feedback loops with clear SLAs

- Help build the customer experience function itself — playbooks, onboarding standards, health metrics, and eventually the team