Customer Success Manager, Senior

Role Overview

As a Customer Success Manager, Senior, you will help customers adopt enterprise AI solutions and realize measurable business value. You will connect stakeholder goals, onboarding, training, and usage evidence to a practical plan for sustained adoption.

What You Will Do

Your responsibilities will include establishing success plans and business KPI baselines with customers, preparing enablement with delivery teams, and leading ongoing success reviews. You will use adoption dashboards, evaluation trends, and operational reports to identify barriers and coordinate improvements.

Why It Might Be a Fit

You will be accountable for adoption, customer engagement, success planning, and value realization. You will route technical defects to engineering and make structured enhancement recommendations to Product or Engineering Leadership.

Requirements

• Experience in customer success, enterprise technology adoption, change management, or a comparable customer-facing role
• Experience planning onboarding, training, communications, and enablement for enterprise users with different needs and levels of technical familiarity
• Knowledge of agentic AI fundamentals, including automation, human oversight, solution limitations, and the distinction between technical performance and business value
• Ability to interpret usage, workflow utilization, task completion, satisfaction, and business outcome data and turn findings into adoption actions
• Ability to translate customer objectives into success plans, adoption milestones, measurable KPIs, and stakeholder engagement activities
• Ability to document customer feedback, clarify business impact, and route defects or enhancement requests to the accountable teams
• Ability to coordinate adoption handoffs with delivery teams and support expansion into use cases aligned with customer goals

Benefits

• Health benefits
• Life benefits
• Disability benefits
• Financial benefits
• Retirement benefits
• Paid leave
• Professional development
• Tuition assistance
• Work-life programs
• Dependent care