Customer Success Manager

Role overview Own post-sale relationships across a portfolio of enterprise customers, helping them adopt a flexible workflow platform and its AI capabilities from onboarding through renewal. The role focuses on turning customer goals into launched workflows and measurable business outcomes, while coordinating closely with account teams and internal product, support, and services partners. Team placement may be in a scaled or high-touch customer success model, based on experience and business needs.

Responsibilities - Serve as the primary post-sale contact, coordinating support and internal expertise to resolve customer needs. - Agree on onboarding plans that target launch of key workflows within 90 days, with sound governance and operating practices. - Build customer success plans around AI adoption, operational efficiency, and business outcomes; lead executive and value reviews that document impact, risks, and growth opportunities. - Develop customer champions and deliver practical enablement, including feature training, AI workshops, and guided build sessions. - Advise on governance, license deployment, application strategy, stakeholder alignment, and potential workflow designs. - Track adoption, account health, and risk; maintain current records of use cases, value, stakeholders, and customer stories, and coordinate renewal or expansion signals with account partners.

Requirements - At least 5 years in enterprise customer success, account management, solutions consulting, or technical account management for B2B SaaS or workflow automation products. - A record of improving customer outcomes through onboarding, adoption, retention, and expansion. - Experience owning relationships with multiple stakeholders in enterprise accounts and serving as a primary customer contact. - Technical fluency in workflow automation, integrations, and data, with a working understanding of AI applications in business workflows. - Strong teaching, facilitation, presentation, and storytelling skills; able to make complex systems clear to business and technical audiences. - Skilled in success planning, business reviews, prioritization, and cross-functional partnership with Sales, Renewals, Support, and Services.

Nice to have - Experience with low-code or no-code platforms, workflow automation, AI-enabled SaaS, or designing AI-powered workflows. - Background in consulting, product management, or enterprise solution architecture; familiarity with value analytics, governance, change management, or SaaS security.

Benefits and work setup Compensation varies by location. The listed on-target earnings range is $128,000–$166,900 in the San Francisco Bay Area, Seattle, Los Angeles, and New York, and $115,000–$149,400 for other locations, including remote work. Benefits and possible incentive compensation are part of the total package.