AI Customer Success Partner

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage daily relationships within a large portfolio of North American accounts

• Act as the main contact for post-sale success across the entire portfolio

• Establish effective and repeatable stakeholder relationships through a digital-first approach

• Refer accounts that need more in-depth, personalized attention to the wider Customer Success team

• Ensure ongoing, proactive digital-first engagement with customers

• Track client health metrics, usage patterns, automated dashboards, and potential risks

• Promote high Customer Satisfaction (CSAT) and Net Promoter Score (NPS) through value-driven interactions

• Represent the client's perspective internally within Personetics

• Conduct AI-triggered check-ins, automated health notifications, and platform usage reporting

• Provide digital Quarterly Business Reviews (QBRs) at scale using AI-generated summaries and usage analytics

• Integrate automated engagement with live interactions at crucial stages of the account lifecycle

• Enhance the digital engagement strategy to promote adoption and retention on a large scale

• Organize webinars, update knowledge base content, and manage community channels

• Encourage Personetics platform adoption through automated nudges and in-product suggestions

• Convert platform usage into quantifiable business outcomes and value propositions

• Keep track of contract timelines, health scores, and indicators for expansion to initiate renewal and upsell strategies

• Develop automated workflows to pinpoint and qualify expansion opportunities for the Sales team

• Utilize platform usage analytics and success stories to aid renewal discussions

• Concentrate on Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the portfolio

• Guide clients on current and future Personetics features and strategies

• Relay aggregated client insights and usage trends to the Product and Engineering teams

• Create scalable workflows for personalized product updates, roadmap communications, and feature suggestions

• Collaborate with Product, Engineering, Support, and Sales teams to resolve client issues

• Expand the digital engagement strategy to include reseller accounts in partnership with Partnerships

• Provide insights on AI-driven workflows and tools to influence the Customer Success AI strategy

⛳️ Requirements

• 5-7 years of experience in Customer Success, Account Management, or Consulting

• Practical experience with AI tools (e.g., Claude) and creating AI agents/workflows to automate and enhance customer engagement

• Proven track record in driving retention across a high-volume account portfolio (GRR and NRR)

• Background in working with digital banking providers, SaaS software vendors, or financial institutions

• Proficiency in managing a large account portfolio through automated, tech-driven engagement

• Solid understanding of digital banking, personalization, AI, or data-centric platforms

• Strong grasp of enterprise SaaS delivery models

• Ability to thrive in a dynamic, fast-paced environment

• Customer-centric mindset, adept at balancing scale with personalization across numerous accounts

• Willingness to travel up to 20% of the time

• A university degree or higher is required

• Proficient in English

• Based in the US

• Spanish language skills are a plus

• Experience in supporting partner/reseller channels is a bonus

• Visa sponsorship for this position is currently unavailable

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance effective from Day 1

• Options for Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)

• 401(k) plan with company matching contributions

• Commuter benefits

• A genuinely global work environment, collaborating with teammates and clients worldwide

• Visa sponsorship for this position is currently unavailable