Senior Customer Success Manager (AI)

TL;DR

Senior Customer Success Manager (SaaS/AI): Managing enterprise customer relationships and ensuring value realization for contact center platforms with an accent on AI adoption, ROI measurement, and strategic account growth. Focus on driving platform adoption, managing high-complexity enterprise accounts, and coordinating cross-functional teams to exceed customer expectations.

Location: Remote (United Kingdom). Travel to customer sites (25–30%) is expected.

Company

Global market leader in AI, cloud, and digital customer experience software used by 25,000+ businesses, including 85 of the Fortune 100 corporations.

What you will do

• Act as the single point of ownership for customer success across assigned high-complexity enterprise accounts.
• Drive adoption and value realization of AI-driven capabilities by connecting technology to business outcomes and ROI.
• Develop trusted-advisor relationships with stakeholders through regular success reviews and strategic guidance.
• Collaborate with Technical Support, Professional Services, Product, and Engineering teams to ensure initiatives progress within SLA.
• Proactively manage customer health, risks, and escalations to maintain high NPS and satisfaction.
• Deliver tailored presentations articulating usage, realized benefits, and growth opportunities.

Requirements

• 6+ years of experience in Customer Success, Technical Account Management, or Service Delivery within SaaS, telecommunications, or contact center environments.
• Must be based in the United Kingdom to support regular face-to-face customer engagement.
• Bachelor’s Degree in Computer Science, Business Information Systems, or equivalent experience.
• Strong ability to translate technical and AI-driven capabilities into business value.
• Proven experience managing multiple high-touch enterprise accounts simultaneously.
• Excellent verbal and written communication skills.

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• Understanding of networking, VoIP, TCP/IP, SIP signaling, and telecommunications architecture.
• Familiarity with databases, SQL concepts, or scripting fundamentals.
• Experience with analytics, automation, or digital CX technologies.

Culture & Benefits

• Fast-paced, collaborative, and creative work environment within a market-disrupting global company.
• Extensive internal career opportunities across multiple roles, disciplines, and domains.
• Opportunity to work with high-performing teams and Fortune 100 clients.
• Commitment to diversity, equity, and inclusion as an equal opportunity employer.