Customer Success Manager

About the Role

The Customer Success Manager – AI & Customer Experience is responsible for managing strategic customer relationships, driving product adoption, improving retention, and identifying growth opportunities across a portfolio of customers.

This role combines traditional customer success responsibilities with a modern, AI-enabled approach to customer engagement, operational efficiency, and data-driven decision making. The ideal candidate brings strong relationship management skills, SaaS customer lifecycle expertise, and a passion for leveraging AI-powered tools, automation, and customer intelligence platforms to improve customer outcomes.

Customer Relationship Management & Adoption

• Manage and grow strategic customer relationships across assigned accounts

• Drive product adoption, customer engagement, retention, and customer satisfaction initiatives

• Develop customer success plans aligned to customer business objectives, adoption goals, and measurable outcomes

• Serve as a trusted advisor and primary customer advocate throughout the customer lifecycle

• Lead onboarding, implementation support, and adoption initiatives

AI-Enabled Customer Success & Operational Excellence

• Utilize AI-powered customer engagement tools, CRM systems, and automation platforms to improve communication, workflow efficiency, and customer insights

• Leverage customer analytics, health scores, and usage trends to proactively identify risks and growth opportunities

• Use AI-driven workflows to streamline meeting preparation, follow-ups, reporting, and customer engagement

• Identify opportunities for process improvement, workflow automation, and scalable customer success operations

Cross-Functional Collaboration

• Partner cross-functionally with Product, Engineering, Sales, Marketing, and Support teams

• Act as the voice of the customer internally

• Support executive business reviews and strategic account discussions

• Serve as the primary escalation point for customer concerns

Revenue Growth & Customer Retention

• Manage renewals, retention strategies, and churn reduction initiatives

• Identify expansion, upsell, and cross-sell opportunities

• Monitor customer success KPIs including adoption metrics, customer health, engagement trends, and renewal forecasting

Requirements

• 3+ years of experience in Customer Success, Account Management, SaaS Consulting, Customer Experience, or related client-facing roles

• Strong understanding of SaaS customer lifecycle management, adoption strategies, customer health metrics, retention, and renewals

• Experience working with AI-enabled tools, automation platforms, CRM systems, or customer intelligence technologies

• Strong analytical skills with ability to interpret customer data and translate insights into actionable strategies

• Willingness to travel domestically approximately 25–30%

Preferred Skills

• Experience using Salesforce, HubSpot, Gainsight, Gong, Tableau, Power BI, Claude, Microsoft Copilot, ChatGPT, or other AI-enabled productivity tools

• Familiarity with AI-driven customer analytics, sentiment analysis, or automated engagement workflows

• Experience in aviation, aerospace, maintenance, or other highly regulated industries