About the Role

The Customer Success Manager – AI & Customer Success is responsible for managing strategic customer relationships, driving product adoption, improving retention, and identifying growth opportunities across a portfolio of customers. This role combines traditional customer success responsibilities with a modern, AI-enabled approach to customer engagement, operational efficiency, and data-driven decision making.

Experience Required:

2–5 years of experience in Customer Success, Account Management, SaaS Consulting, Customer Experience, or related client-facing roles.

Key Responsibilities

• Manage and grow strategic customer relationships across assigned accounts and Territories.
• Drive product adoption, customer engagement, retention, and customer satisfaction initiatives.
• Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes.
• Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle.
• Lead onboarding, implementation support, and adoption initiatives for new and existing customers.
• Utilize AI-powered customer engagement tools, CRM systems, and automation platforms.
• Leverage customer analytics, health scores, and usage trends to identify risks and growth opportunities.
• Partner with Product, Engineering, Sales, Marketing, and Support teams to improve customer outcomes.
• Support executive business reviews, customer presentations, and strategic account discussions.
• Manage renewals, retention strategies, and churn reduction initiatives.
• Identify expansion, upsell, and cross-sell opportunities aligned with customer goals.

Qualifications & Skills

• Strong understanding of SaaS customer lifecycle management, adoption strategies, customer health metrics, retention, and renewals.
• Experience working with AI-enabled tools, automation platforms, CRM systems, or customer intelligence technologies.
• Proven ability to manage strategic customer relationships and executive-level stakeholder communication.
• Experience partnering cross-functionally with Product, Engineering, Sales, and Support organizations.
• Strong analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
• Excellent communication, presentation, relationship management, and problem-solving skills.
• Ability to thrive in fast-paced, evolving environments with strong ownership and accountability.
• Knowledge of one foreign language is an added advantage French, Spanish, Japanese, Korean and Chinese.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.