Senior Enterprise Engagement Manager

About this role

About Parloa

Parloa’s mission is to make every customer conversation feel effortless for both customers and the companies serving them. As agentic AI accelerates, Parloans are shaping the foundation of a new era in customer experience — one where customer support is no longer transactions, but meaningful exchanges. It is not just a vision; Parloa has powered over ONE BILLION interactions between global enterprise brands and their customers, with companies like Booking.com, Allianz, SAP, BarmeniaGothaer and TUI already deploying Parloa at scale.

About the Role:

Parloa is transforming customer experience through AI-powered agents. Our Enterprise customers are rethinking how service is delivered across contact centers, digital channels, and global operations.

As a Senior Enterprise Engagement Manager, you will act as the strategic post-sale leader for a portfolio of complex enterprise accounts. These organizations operate across multiple stakeholders, departments, and geographies — requiring strong executive presence, structured thinking, and disciplined execution.

You will guide customers from implementation through scaled adoption and measurable ROI, while identifying opportunities for expansion and long-term partnership growth. This is a highly cross-functional role at the intersection of strategy, execution, and commercial impact.

This is your opportunity to act as a strategic partner to leading enterprise organizations—driving AI adoption, delivering measurable business impact, and shaping long-term customer growth through Parloa’s platform.

Areas of Ownership:

• Serve as the primary strategic partner for a portfolio of enterprise customers, building relationships across technical, operational, and executive stakeholders

• Develop and execute structured account strategies aligned to customer business goals, transformation initiatives, and long-term growth

• Lead executive engagements (EBRs/QBRs) focused on measurable outcomes, ROI, and roadmap alignment

• Partner cross-functionally with Implementation, Product, and Engineering to drive successful deployments from kickoff through go-live

• Establish clear governance, timelines, and accountability across workstreams while proactively identifying and mitigating risks

• Drive adoption and change management to ensure solutions are fully embedded and delivering value beyond initial launch

• Define, track, and communicate key success metrics (e.g., automation, CSAT, efficiency, cost savings) through clear, executive-level insights

• Identify performance gaps and implement structured action plans to improve outcomes and optimize impact over time

• Drive commercial growth by identifying expansion opportunities, building account roadmaps, and supporting renewals

• Contribute to strong Net Revenue Retention (NRR) by aligning customer success with long-term business value

• Position Parloa as a strategic partner by proactively shaping customer strategy, not just executing on requests

Who You Are:

• You bring 5+ years of experience in Enterprise Customer Success, Strategic Account Management, Consulting, or similar roles within SaaS or enterprise technology

• You have experience managing large, complex accounts (typically $500K+ ARR or comparable complexity)

• You are comfortable operating at both a strategic level (executive alignment, roadmap planning) and operational level (driving execution and delivery)

• You have a proven ability to influence Director, VP, and C-level stakeholders

• You have experience driving measurable business outcomes tied to defined KPIs

• You bring strong project management and organizational skills, with the ability to manage multiple priorities in parallel</