We're looking for a Customer Success Manager to develop and execute customer centric programs for our customers to drive retention, growth, and product adoption. This is a great opportunity for someone who wants to help develop a holistic customer success program from the ground up. You will be wearing many different hats: maximizing customer satisfaction, retention, and growth of existing accounts, while building processes and shaping the structure and engagement points of the customer success organization in the post-sales customer lifecycle.

Customer Success Manager is a strong product advocate and maintains ownership of customers, develop new relationships while supporting existing teams to drive adoption, expansion and retention throughout their organization.

As a Manager, Customer Success you'll:

- Guide new customers through onboarding, training, and successful deployment of the platform, ensuring a seamless user adoption experience.

- Build and nurture strong, trust-based relationships with decision makers and end users to foster loyalty and long-term success.

- Analyze customer usage data and health metrics to identify risks and preemptively address challenges.

- Serve as the customer advocate internally, channeling customer feedback to product, engineering, and support teams to drive continuous improvement.

- Develop strategic success plans in partnership with clients to help them achieve key business outcomes and maximize AI-driven automation.

- Drive renewals by demonstrating clear business impact, while identifying and executing on opportunities for upselling, cross-selling, and value-added expansion.

- Facilitate user education on agentic workflows, AI features, and best practices via training sessions, resources, and interactive support.

- Stay abreast of platform updates, industry trends, and evolving AI and automation capabilities to consultatively guide customer initiatives.

- Monitor industry compliance standards, advocating for ethical use of AI and data security.

- Create a predictable and repeatable motion to scale customer success operations sustainably while maximizing customer value realization

- Undertake customer initiatives that drive retention, growth and adoption

- Work with customers to understand their unique goals and business processes as well as provide expert knowledge of our product.

- Nurture relationships with influential stakeholders and empower them to be Adopt champions

- Analyze customer usage in internal data systems to identify, communicate, and act upon both risks and opportunities; proactively drive data-driven, account-focused campaigns to increase customer engagement and product adoption

- Develop and run expansion campaigns for new services and solutions

- Partner internally with our tech team to optimize customer implementations and resolve technical challenges, with the Sales team to advance account renewals and expansion, with the Marketing Team to create collateral and training materials, and with the product team to design ideal offering/features.

- Work closely with leadership to define the growth and hiring strategy for the customer success team

Requirements:

- 4+ years of experience in Customer Success, Account Management, or client-facing roles within enterprise SaaS, AI, or B2B technology environments.

- Proven track record of driving customer adoption, retention, and measurable business outcomes in a technical setting.

- Strong analytical skills-comfortable interpreting data and crafting actionable insights for customers.

- Excellent communication and interpersonal skills, with the ability to explain technical concepts simply and clearly.

- Growth mindset, problem-solving orientation, and eagerness to learn about emerging AI technologies.

- Experience with workflow automation tools, cloud platforms, or AI-driven products is a plus.

- Bachelor's degree in Business, Engineering, Computer Science, or a related field preferred.

- Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great customer satisfaction

- Proven success in building trust and driving results for a broad range of stakeholders: CTOs and CPOs.