Senior Manager, AI Customer Success

Role overview

Build and lead customer success for an emerging platform that helps marketing teams and AI agents create, improve, and grow digital experiences. You’ll begin as a player-coach, supporting a small group of strategic enterprise customers while establishing the practices that help them move AI agents from trials into production. As adoption expands, you’ll hire and develop a team and build a repeatable approach to customer outcomes, retention, and growth.

Responsibilities

- Hire and coach the customer success team as the customer base grows, creating habits for experimentation and shared learning. - Sponsor strategic accounts and develop trusted relationships with senior marketing, web, and engineering stakeholders. - Own renewal planning, forecasts, account health, and retention; work with sales partners on expansion and commercial discussions. - Lead discovery, pilots, agent development, rollout, and change management to turn customer needs into practical use cases. - Partner with deployment engineers and solution architects to move pilots into production, define success measures and return on investment, and use performance data to improve results. - Set up customer practices for agent permissions, autonomy, review, enablement, and internal champions; create playbooks, health measures, and workflows that support scale.

Requirements

- At least eight years in customer success, account management, or consulting for B2B software, including enterprise customers and executive relationships. - At least two years leading a customer success, account management, or customer growth team. - A record of meeting commercial goals through retention, expansion, and revenue growth. - Ability to influence senior stakeholders internally and at customer organizations. - Technical aptitude with codebases, deployments, integrations, permissions, and security, and the ability to work credibly with developers; coding in production is not required. - Experience building applied AI workflows or agents and evaluating their outputs, or leading complex digital transformation involving integrated systems, automation, or platform migrations.

Benefits and work setup

This is a full-time, permanent, remote-first role in the United States. Base pay varies by location: $204,000–$255,000 in Zone A, $190,000–$238,000 in Zone B, and $177,500–$222,000 in Zone C. Additional compensation may include equity, a company bonus, retirement benefits, health coverage, and wellness support. Other listed benefits include paid parental leave, flexible vacation, holidays, a sabbatical program, mental health resources, and a U.S. retirement match.