Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI/Pharma): Driving adoption, retention, and expansion across high-value enterprise accounts for an AI research platform with an accent on pharma and regulated industries. Focus on owning complex account management, building scalable playbooks and frameworks, and designing programs to extend high-touch support.

Location: New York or Remote, flexible work environment across North America and Europe

Salary: OTE $150K–$250K

Company

Series A startup and Public Benefit Corporation building an AI research platform to improve reasoning for high-stakes decisions, starting with pharma.

What you will do

• Own a book of enterprise accounts including onboarding, QBRs, health monitoring, renewals, and expansion
• Build and refine CS artifacts like playbooks, templates, onboarding sequences, and QBR frameworks
• Interpret usage data via Mixpanel to proactively surface risks and opportunities
• Run executive business reviews with VP/C-suite stakeholders at pharma and research organizations
• Design scaled programs such as training series, cohort onboarding, and champion networks

Requirements

• AI fluency to explain capabilities, limitations, accuracy, and responsible use to rigorous researchers
• CS builder mindset with systems thinking and experience designing processes like onboarding and QBRs
• Pharma or regulated industry experience (healthcare, medical devices, clinical research); bonus for evidence-based workflows
• Executive presence to translate product into business outcomes for director/C-suite
• 3-5+ years in B2B SaaS or AI-forward CS managing $50K–$200K+ ACV accounts with renewals/expansion ownership
• Track record in early-stage startups, data-driven operation (NRR >110%, retention, health scores), domain curiosity

Culture & Benefits

• Competitive OTE $150K-250K with above-market equity
• Fully covered health, dental, vision, life insurance + family coverage
• Flexible vacation (min 20 days), 401(k) with 6% match
• $2,000 device budget + equipment refresh, personal/professional development budget
• Flexible work across North America/Europe with quarterly in-person retreats and coworking events