Customer Success Manager
Customer Success Managers at AI companies own a portfolio of post-sale customer relationships, with accountability for adoption, retention, and expansion across the contract lifecycle. The day-to-day is classical CSM: running structured onboarding, monitoring customer health, driving usage against agreed success criteria, navigating renewals, and identifying expansion opportunities through ongoing partnership with the customer's stakeholders. CSMs at AI companies need working fluency in their company's product so they can guide customers through implementation, but the deeper technical work—integration architecture, deployment design—usually sits with solutions engineering or forward-deployed counterparts. These roles typically sit within dedicated customer success teams, partnering with sales on renewals and expansion, with product on customer feedback, and with support on escalation paths.
Skills
What companies are looking for in this role.
Managing strategic enterprise account portfolios and driving customer retention, renewal, and expansion revenue
Conducting business reviews and outcome-oriented planning sessions that translate technical capabilities into business value
Driving product adoption and feature engagement through hands-on enablement, training, and workflow optimization
Building and maintaining strategic relationships with C-level and cross-functional stakeholders across customer organizations
Collaborating cross-functionally with Sales, Product, Engineering, and Support teams to influence customer outcomes
Proactively identifying account health risks using data-driven insights and leading mitigation efforts
Identifying and qualifying expansion opportunities within existing accounts through usage analysis and stakeholder engagement
Tracking, reporting, and communicating key performance indicators tied to customer health, retention, and expansion
Analyzing telemetry, usage patterns, and adoption data to identify risks and opportunities for customer growth
Establishing and operationalizing customer success frameworks, playbooks, and processes at scale
Diagnosing and resolving complex technical and product issues while serving as escalation point for highest-priority problems
Understanding competitive landscape and end-to-end customer journeys to inform regional market strategies
Localizing knowledge and support materials for regional markets and customer segments
Translating complex AI capabilities and technical concepts into measurable business outcomes and customer value
Consulting on product architecture, integration design, and technical implementation to guide customers through complex use cases
Guiding customers through AI adoption maturity journeys from initial adoption to production-scale deployment
Designing and executing AI-powered workflows that solve specific business problems for customers
Operating with technical credibility in AI, data science, and engineering domains to consult on advanced implementations
Leveraging AI tools and automation to scale customer support and personalized engagement while maintaining relationship quality
Communicating complex technical and business ideas clearly to diverse audiences from practitioners to executives
Building trust and long-term customer advocacy through consultative partnership and value delivery
Demonstrating empathy and adaptability while navigating ambiguous, fast-paced environments
Driving accountability, problem-solving, and ownership-oriented mindset with bias toward action and continuous improvement
Synthesizing customer feedback and insights to influence product direction and internal decision-making
Leading and mentoring teams of customer success professionals, setting standards for quality and impact
Technology
The tools and technologies that define this role.
Open Jobs
169 open Customer Success Manager jobs across 50 companies.
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Diagnoses and resolves technical issues reported by customers, provides troubleshooting guidance.
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Leads customer onboarding, implementation, and deployment projects.
Manages commercial relationships with existing customers, focusing on renewals, upsells, and contract negotiations.
Develops and delivers training and enablement programs for customers.