Enterprise Client Strategist

Requirements

• 5+ years in client success, account management, or program delivery in B2B SaaS
• Proven track record owning enterprise accounts with measurable retention and expansion results
• Experience influencing adoption and net revenue retention across a portfolio
• EHS, manufacturing, or facility operations background is a strong plus
• Executive presence and clear communication that builds trust across clients and internal leadership
• Proven ability to lead discovery, develop strategic plans, and connect usage to commercial outcomes
• Navigates ambiguity, drives complex multi-phase projects to completion, and influences without formal authority
• Confident navigating SaaS platforms and guiding clients on usage strategy
• Able to translate technical concepts into actionable recommendations for both technical and non technical stakeholders
• Experience with AI, computer vision, or safety technology is a bonus

What the job involves

• The Enterprise Client Strategist is a motivator, trusted advisor, and strategic coordinator responsible for guiding enterprise clients through their journey with Protex AI
• You'll guide clients from late stage sales through rollout, adoption, expansion, and ongoing optimization - translating their safety and operational goals into measurable platform outcomes
• This role blends relationship management, project coordination, and commercial awareness
• You're not a technical support rep, but you bring strong platform fluency and know how to remove blockers, align stakeholders, and connect adoption to business results
• You're curious, empathetic, and comfortable navigating ambiguity across complex organizations
• Reports to: Director of Client Experience
• Portfolio: 8-12 enterprise accounts, covering roughly $1.5-$3M+ ARR
• Team context: Part of a growing CS team with peers in similar roles across regions
• You sit at the intersection of strategy, delivery, and growth. Across all partnerships, you drive timeline accountability while functional owners deliver on their expertise

Success Targets

• Time to Measurable Impact (TTMI): Target 60-90 days from user access date
• Net Retention Rate: Target 120%+ across your portfolio
• NPS: Target of 65+ across the team
• Client Health: Proactive account management with no unexpected churn
• Expansion: Identify and support expansion opportunities; partner with Commercial on pipeline
• Build trusted relationships with both site level operators and executive stakeholders
• Translate client goals into platform strategies and action plans that lead to measurable impact (TTMI)
• Host recurring business reviews that connect platform usage to outcomes executives care about: risk reduction, efficiency gains, scalability, and ROI
• Know when to listen, lead, and step back; be attuned to organizational dynamics and protect trust through every interaction with preparedness and professionalism

Platform Adoption & Guidance

• Coach clients on using Protex AI to drive safety, operational, and cultural improvements
• Maintain deep platform fluency to set realistic expectations and develop site specific usage strategies, platform configurations, reporting, and site investigations
• Embed Protex into daily operations by aligning platform usage with client SOPs and workflows
• Monitor usage, spot early signs of disengagement, and lead recovery efforts before they escalate
• Escalate technical or product blockers with clear context so internal teams can act quickly

Project Coordination & Rollouts

• Drive rollout timelines and milestone delivery in partnership with Commercial and Implementation, supporting the 45 day Time to Live target from device delivery to cameras connected
• Coordinate multi site rollouts; keep stakeholders aligned and momentum steady with accountability
• Identify and resolve workflow friction, client side or internal, before it becomes a blocker

Pre Sale & Expansion Support

• Join late stage sales conversations to showcase the client journey and set realistic expectations
• Partner with Commercial to align pilot scope with long term adoption and growth goals
• Deliver value narratives that support expansion conversations and contract renewals

Cross Function Collaboration

• Sales & Account Management: Partner from late stage sales through expansion. They own commercial strategy and executive relationships; you own adoption and the value narrative that supports expansion
• Implementation: Coordinate on rollout execution. They own technical delivery; you drive rollout timelines and keep sites on track toward go live
• Support: Triage and elevate issues. You advocate for clients and hold teams accountable for resolution timelines
• Product: Relay feedback. Contribute to roadmap discussions with real world context
• Marketing: Spotlight client wins and identify potential advocates or case study opportunities
• Engineering: Facilitate R&D partnerships and early access programs with strategic accounts