Customer Success Manager

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

📋 Description

• Oversee customer onboarding processes and engage in ongoing customer discussions.

• Set objectives, milestones, responsibilities, and subsequent actions.

• Understand the workflows of customer teams, their decision-making improvement needs, and any data or workflow obstacles.

• Analyze usage patterns and customer feedback to evaluate adoption rates, outcome evidence, and areas requiring assistance.

• Operate multiple AI agents simultaneously to generate account briefs, summarize feedback, and draft follow-up communications.

• Review AI-generated outputs before distributing them to customers.

• Develop small agent-assisted tools to streamline customer context, monitor follow-ups, and prepare account health assessments.

• Collaborate with product, delivery, solutions, and commercial teams regarding unresolved questions and potential risks.

• Initiate expansion and renewal strategies early by utilizing evidence and outlining clear next steps.

• Relay consistent customer feedback to teams capable of enhancing product offerings, enablement, or service delivery.

• Confirm facts, calculations, code, and assertions prior to utilizing them in decision-making, customer discussions, or product releases.

• Demonstrate initiative within defined goals, scope, access permissions, and review protocols.

• Present options and recommendations while engaging the relevant stakeholders before altering customer commitments or production processes.

⛳️ Requirements

• Proven experience in customer success, account management, consulting, implementation, or related roles that support clients post-sale or project initiation.

• A calm and straightforward communication style that fosters trust while addressing ambiguity, risk, or unmet expectations proactively.

• Exceptional organizational skills and follow-through across various customer relationships and internal contributors.

• Practical proficiency in AI, including the operation of multiple agents for research, drafting, verification, coordination, and managing customer interactions.

• Ability to create small custom applications or workflows with the assistance of agents.

• Proactive in identifying missing decisions, unclear responsibilities, or emerging risks and facilitating their resolution.

• Sound judgment concerning customer confidentiality, product limitations, and distinguishing between goals, activities, and verified outcomes.

• Experience with enterprise analytics, data management, measurement, or AI-driven products.

• Background in coordinating renewals with account executives or commercial leadership.

• Familiarity with developing customer health or outcome review processes.

• Capability to work autonomously, prioritize ambiguous objectives, locate necessary information, and see tasks through to completion.

• Ability to involve pertinent stakeholders early when decisions, risks, or dependencies necessitate their input.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage