Customer Success Manager – Enterprise AI SaaS

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

📋 Description

• Manage a portfolio of enterprise SaaS accounts with clear insights into customer objectives, commitments, adoption, risks, and next steps.

• Facilitate weekly check-ins and quarterly business reviews; ensure responsive support is provided between meetings.

• Onboard new clients and expanded user groups to seamlessly integrate WaterOne.AI into their operational processes.

• Drive customer retention, renewals, and revenue expansion; engage in sales discussions, pilot design, and establish success criteria.

• Conduct targeted research and advisory projects that enhance customers' go-to-market strategies.

• Leverage AI tools (such as Claude, ChatGPT, and similar) to develop, test, and optimize workflows using natural-language directives—traditional coding skills are not necessary.

• Create the customer success operating framework: account plans, customer health assessments, onboarding standards, renewal processes, and a replicable playbook.

• Role distribution: approximately 50% customer success and consulting, 25% AI workflow development, 15% renewals and expansion, and 10% function building.

• Your first 90 days will involve:

• Gaining a comprehensive understanding of the platform, customer demographics, data, and operational model.

• Taking charge of the existing portfolio and maintaining a weekly engagement schedule.

• Enhancing onboarding processes, action tracking, and renewal transparency.

• Identifying practical improvements in customer research, reporting, and AI-driven workflows.

• Delivering an initial customer success playbook along with recommendations for scaling the function.

⛳️ Requirements

• About you: You are an organized, commercially inquisitive, and highly credible customer-facing professional. You can establish trust with senior enterprise stakeholders, navigate between strategic discussions and practical implementation, and apply sound judgment in ambiguous, rapidly changing environments.

• Essential experience includes:

• - A bachelor's degree and approximately five or more years of relevant professional experience.

• - Strong customer success, account management, consulting, or other customer-facing experience, preferably with enterprise clients.

• - Excellent communication, stakeholder management, research, and analytical problem-solving skills.

• - Proven ability to utilize AI tools (Claude, ChatGPT, or similar) through natural-language instructions to develop and enhance workflows.

• - A curious mindset and confidence in learning about unfamiliar industries, products, and engineering-related challenges.

• - Strong sense of ownership, organization, judgment, and commitment to follow-through.

• - Willingness to work with significant Pacific Time overlap and travel to California approximately once every one to two months.

• - Authorization to work in the United States.

• Particularly valuable experience includes:

• - Background in an early-stage startup, enterprise SaaS customer success, account management, sales, consulting, market research, engineering, infrastructure, or industrial technology.

• - Experience collaborating with senior enterprise stakeholders or designing AI-enabled workflow automations.

• - An advanced degree in management, engineering, science, technology, or a related field.

🏝️ Benefits

• Location, travel, and progression: This is predominantly a remote role within the US. Preference will be given to candidates based in California, although this is not a strict requirement. WaterOne.AI operates in Fresno and Palo Alto, with in-person team collaboration occurring approximately every one to two months in California. Customer travel is anticipated to be minimal.

• As the inaugural Customer Success Manager, you will have significant opportunities to shape the function and progress toward leadership roles in customer success, solutions consulting, enterprise sales, product strategy, or related areas as the company grows.

• Compensation and benefits: The base salary ranges from $110,000 to $135,000, complemented by substantial early-stage equity and benefits.