AI Customer Success Partner, North America

This is a fully remote position, open to applicants in United States.

📋 Description

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

• Act as the main contact for ensuring post-sale success

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

• Identify accounts that require more intensive, personalized attention and escalate to the broader Customer Success team

• Maintain consistent and proactive digital-first engagement with customers

• Track client health metrics and address potential risks at an early stage

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

• Represent the client's voice within the company

• Conduct AI-triggered check-ins, automated health alerts, and platform usage reports

• Provide digital Quarterly Business Reviews (QBRs) at scale utilizing AI-generated briefs and usage statistics

• Integrate automated engagement with live sessions at critical points in the customer lifecycle

• Enhance the digital engagement strategy to foster adoption and retention

• Organize webinars, keep knowledge base content updated, and support community channels

• Promote platform adoption through automated reminders and in-product suggestions

• Analyze usage trends and dashboards to identify under-utilization and take proactive measures

• Convert platform usage data into tangible business outcomes and value narratives

• Keep track of contract expiration dates, health scores, and signals for expansion to initiate renewal and upsell strategies

• Create automated workflows to discover and qualify expansion opportunities for the Sales team

• Assist in renewal discussions by providing platform usage data and success stories

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

• Guide clients on current and upcoming Personetics functionalities

• Relay client feedback and usage patterns to the Product and Engineering teams

• Develop scalable workflows for tailored product updates, roadmap communication, and feature suggestions

• Collaborate with Product, Engineering, Support, and Sales to address issues

• Extend the digital engagement strategy to reseller accounts in conjunction 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 for automating and scaling customer engagement

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

• Experience collaborating with digital banking providers, SaaS software companies, or financial institutions

• Proficient in managing a large account portfolio through automated, technology-driven engagement

• Strong knowledge of digital banking, personalization, AI, or data-centric platforms

• Solid understanding of enterprise SaaS delivery models

• Capability to thrive in a dynamic, fast-paced work environment

• Customer-first approach, with the ability to balance scale and personalization across multiple accounts

• Willingness to travel up to 20% of the time

• Bachelor's degree or higher is required

• Proficiency in English

• Must be based in the US

• Visa sponsorship for this position is currently unavailable

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage starting on Day 1

• HSA/FSA options available

• 401(k) plan with company matching

• Commuter benefits provided

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