Offer summary

Qualifications:

2+ years in a SaaS B2B Customer Success or Account Manager role, Experience in onboarding large enterprise SaaS customers, Strong analytical mindset and project management skills, Exposure to AI-powered tools or products is a strong asset..

Key responsibilities:

Own and expand strategic customer relationships with SMBs and mid-market clients

Drive cross-functional collaboration across Sales, Marketing, and Product teams

Lead implementation and onboarding to ensure fast time-to-value

Set up scalable customer success processes and engage with beta customers for product iteration.

Job description

This is a remote position.

Burai is on a mission to redefine how teams manage work, documents, and collaboration through powerful AI. They are a stealth-mode B2B SaaS company, backed by early customer engagement and a bold vision. Burai specializes in enhancing customer engagement and fostering innovation across various businesses. At its core, Burai offers a cloud-based SaaS Platform tailored for enterprises, including SMBs, navigating complex technical environments. Their groundbreaking Burai Document Lifecycle Management solution optimizes operations, boosts productivity, and facilitates seamless collaboration from inception to archiving. Integrated with Microsoft 365, this platform addresses critical business challenges, ensuring efficiency and effectiveness.

Named after the Croatian word for 'the wind that comes off the sea', Burai signifies momentum and clarity, embodying a vision to transform organizational workflows globally.

As Burai's Enterprise Customer Success Manager, you'll pioneer customer engagement strategies, beginning with SMBs and mid-market clients, and scaling to lead large enterprise accounts—a pivotal role in shaping Burai's future as a leader in collaborative technology.

Reporting to CRO
Own and expand strategic customer relationships, ensuring alignment with pre-sales ROI expectations
Proactively engage with key accounts to position Burai as a trusted partner in achieving their evolving business goals
Champion a customer-first mindset to consistently deliver exceptional satisfaction and long-term value
Drive cross-functional collaboration across Sales, Marketing, and Product to ensure customer insights shape future go-to-market and product strategies
Define what Customer Success looks like at Burai—this is a high-impact, foundational role with long-term growth into leadership
Own the full post-sale journey for Burai’s early SMB to mid-market customers, to grow into true enterprise accounts
Lead implementation and onboarding, ensuring fast time-to-value and seamless adoption
Set up scalable, repeatable customer success processes from the ground up—playbooks, touchpoints, support workflows, and retention strategies
Engage with beta customers, contribute to product iteration, and inform on technology integration strategies

Requirements

2+ years in a SaaS B2B Customer Success or Account Manager role
Experience in onboarding large enterprise SaaS customers to ensure quick time-to-productivity metrics and strong utilization
Strong at identifying cross-sell opportunities and/or referral opportunities
A builder’s mindset: You’ve helped shape CS frameworks, tool stacks, and internal workflows from scratch
Exposure to AI-powered tools or products is a strong asset
Naturally collaborative—you can influence cross-functional teams without formal authority and keep everyone aligned
Excited by the opportunity to work on the ground floor of a stealth startup where your fingerprints will be all over their success story
Strong at managing customer escalations to ensure issues are resolved quickly and effectively
An analytical mindset and project management skills are a must

Benefits

A meaningful opportunity to join early and shape what CS looks like in a product-led, tech-forward company
Competitive salary + stock options
A remote-first organization
High ownership and influence from day one
Be part of a team that values creativity, collaboration, and continuous growth