Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Ensuring Cognigy's customers achieve their expected outcomes through the strategic implementation of AI products with an accent on ROI-driven objectives and product adoption. Focus on driving transformational change for enterprise executives, designing retention strategies, and expanding the product footprint within the client portfolio.

Location: Remote (Australia). Ability to travel up to 20% of the time within the USA is required.

Company

Cognigy, backed by global CX leader hirify.global, is a leading AI-first CX platform that combines Generative and Conversational AI to power Agentic AI for enterprise-scale brands.

What you will do

• Guide enterprise customers in strategically utilizing Cognigy's technology to enhance investment value through innovative AI use cases.
• Identify customer needs through structured discovery processes and coordinate the timely implementation of solutions.
• Engage directly with enterprise executives to articulate strategic business value and influence top-tier decision-makers.
• Define and track customer success metrics, using data to report on value delivered to the customer and the business.
• Design and implement effective customer retention strategies, including regular executive business reviews and engagement plans.
• Collaborate with sales and technical teams to drive customer loyalty and ensure a cohesive approach to long-term success.

Requirements

• At least 5 years of experience in the software industry as a Customer Success Manager.
• Experience with CCaaS, AI, or Conversational AI is a MUST.
• Deep understanding of strategic business value, SaaS models, and ROI-driven objectives.
• Exceptional communication skills for high-level dialogue with enterprise executives.
• Analytical approach to problem-solving with experience using CRM and data analysis software.
• Willingness to travel up to 20% of the time within the USA.

Culture & Benefits

• Work in a fast-paced, collaborative, and creative environment with industry-leading professionals.
• Endless internal career opportunities across multiple roles, disciplines, and domains.
• Opportunity to be part of a market-disrupting global company and a recognized innovation powerhouse.
• Culture of high standards, ambition, and constant growth.