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About the RoleThe 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.
