Customer Success Manager

The Role: 

We’re looking for a strategic, data-driven Customer Success Manager to partner with customers in maximizing value from our platform—leveraging AI to drive efficiency, adoption, and business outcomes. This role blends traditional CSM responsibilities with a strong focus on AI enablement, insights, and automation. 

Customer Outcomes & Value Realization 

• Own a portfolio of customers and ensure they achieve measurable business outcomes 

• Drive adoption of core platform capabilities, with a strong focus on AI-powered features 

• Lead Executive Business Reviews (EBRs) tied to ROI, productivity gains, and revenue impact 

AI Adoption & Enablement 

• Educate customers on AI capabilities (e.g., automation, predictive insights, personalization) 

• Partner with customers to embed AI into their workflows (sales, CS, RevOps, etc.) 

• Identify opportunities to expand usage through AI-driven use cases 

Data-Driven Account Management 

• Leverage customer data and AI insights to proactively identify risks and expansion opportunities 

• Monitor health scores, usage trends, and engagement signals to drive action 

• Use AI tools to surface recommendations and next best actions 

Retention & Growth 

• Own renewal strategy and mitigate churn/contraction risk 

• Identify and drive expansion opportunities (upsell/cross-sell), especially tied to AI value 

• Partner with Sales and RevOps to align on account strategy 

Cross-Functional Collaboration 

• Work with Product and Engineering to advocate for customer needs and AI enhancements 

• Partner with Professional Services on onboarding and complex implementations 

• Provide feedback on AI models, accuracy, and customer sentiment 

Required Qualifications 

• 5 years in Customer Success, Account Management, or Consulting (SaaS preferred) 

• Proven experience in growing/maintaining a book of 20-40 clients through driving adoption of tools and influencing customers 

• Strong analytical mindset with the ability to interpret data and translate into action 

• Proven track record of driving renewals, expansion, and customer outcomes 

Preferred Qualifications (AI-Focused) 

• Experience working with AI/ML-powered products or automation tools 

• Familiarity with concepts like predictive analytics, generative AI, or workflow automation 

• Experience using platforms like Salesforce, Gainsight, or Outreach 

• Ability to translate AI capabilities into business value for non-technical stakeholders 

 

Key Skills 

• Strategic thinking and consultative problem-solving 

• Executive communication and stakeholder management 

• Data analysis and storytelling 

• Change management and adoption enablement 

• Curiosity and adaptability in a fast-evolving AI landscape