Senior Enterprise Engagement Manager

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 IKEA and Booking.com 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:

Enterprise Account Strategy & Executive Partnership

• Act as the primary strategic point of contact post-sale for a portfolio of enterprise customers

• Build and maintain relationships across technical, operational, and executive stakeholders (Director to C-level)

• Develop structured success plans aligned to customer business goals and transformation initiatives

• Lead Executive Business Reviews and QBRs focused on outcomes, ROI, and roadmap alignment

• Anticipate risk and proactively manage stakeholder alignment in complex environments

Enterprise Implementation Leadership

• Partner with Implementation, Product, and Engineering teams to guide deployments from kickoff through go-live

• Establish clear governance structures, timelines, and accountability across workstreams

• Identify and mitigate risks early to ensure successful delivery

• Support change management efforts to drive adoption beyond initial launch

• Ensure alignment between customer expectations and internal execution

Value Realization & KPI Ownership

• Define and track success metrics such as automation rates, containment, cost savings, CSAT, and operational efficiency

• Translate product usage and performance data into clear, executive-level insights

• Identify adoption gaps and implement structured action plans to improve outcomes

• Ensure customers achieve measurable business impact tied to their initial investment

• Continuously optimize performance post-launch

Commercial Growth & Expansion

• Identify new automation opportunities across use cases, departments, and regions

• Build and execute expansion roadmaps aligned to customer priorities

• Proactively support renewals and long-term contract growth

• Contribute to strong Net Revenue Retention (NRR) through clear account strategy

• Position Parloa as a long-term strategic partner, not just a vendor

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

• You have experience supporting or contributing to account expansion and renewal strategies

Nice to Have

• Experience in AI, automation, CX platforms, or contact center technologies

• Background in digital transformation or operational modernization initiatives

• Experience working with global or multi-region enterprise organizations

Our Recruiting Process:

Talent Acquisition  → Hiring Manager → Technical Interview(s) → Bar Raiser

Why Parloa?

We’re at the beginning of a new era in customer experience, one where AI doesn’t just respond, but understands, reasons, and takes action. We’re building agentic AI that enterprises trust with their most important customer moments: complex questions, high volumes, real stakes. When millions of people reach out to a brand, those interactions aren’t just support tickets; they’re defining experiences. We’re here to raise the standard: making every conversation seamless, intelligent, and genuinely helpful. If you care about shaping how businesses and customers connect at scale—and want your work to matter in real, everyday moments—this is where you do it.

At Parloa, ownership isn’t a buzzword; it means being accountable for outcomes, not just tasks. We operate in a category that’s evolving fast, where the bar is high, and the problems are complex. We hire people who think in solutions, communicate with clarity, and follow through. People who are comfortable making decisions, taking responsibility, and raising the standard for themselves and those around them.

We’ve grown beyond the earliest startup phase, but we’ve kept the intensity: fast execution, direct feedback, and a strong expectation to contribute meaningfully from day one.

Backed by leading global investors like General Catalyst, EQT Ventures, and Altimeter Capital, we’re scaling with a clear ambition: to become the global category leader in enterprise-grade conversational AI.

Compensation for this role is structured as On-Target Earnings (OTE), consisting of a base salary and performance-based variable component, in addition to an equity package.