Lead Customer Success Manager (AI)

TL;DR

Lead Customer Success Manager (AI): Managing post-sales strategic relationships and value realization for high-stakes enterprise accounts with an accent on net retention and strategic growth. Focus on bridging complex technical deployments with executive business goals and orchestrating collaboration between FDEs and Sales.

Location: Remote (US) - Must be based in PST or MST time zones

Salary: $190K-220K OTE

Company

An intelligent workflow platform that applies AI, automation, and integration to drive business results for a diverse range of customers, from startups to public companies.

What you will do

• Own net retention, customer health, and long-term strategic alignment for a portfolio of complex enterprise accounts.
• Partner with Account Executives to identify expansion vectors, co-develop account plans, and position new capabilities.
• Collaborate with Forward-Deployed Engineers (FDEs) to ensure technical delivery aligns with client business outcomes.
• Build scalable Customer Success playbooks and elevate executive engagement standards.
• Cultivate multi-threaded relationships with C-suite sponsors, including CIOs, CISOs, and CTOs.
• Lead executive business reviews (EBRs/QBRs) to demonstrate clear ROI and anchor accounts for long-term growth.

Requirements

• 10+ years in Enterprise Customer Success, Account Management, or Technical Account Management for high-ARR platforms.
• Proven history of partnering with Sales to drive upsells, expansions, and renewals in multi-stakeholder environments.
• Experience collaborating with Solutions Architects and product delivery teams to translate technical wins into commercial value.
• Ability to operate with high autonomy in ambiguous, fast-paced environments.
• Outstanding communication skills and experience advising C-level executives on technology strategy.
• Must be authorized to work for any employer in the U.S. without sponsorship.

Nice to have

• Domain expertise in High Tech, such as cloud native, hardware/software OEMs, or AI/ML platforms.

Culture & Benefits

• Culture driven by values of Simplicity, Speed, and Soundness.
• Environment that nurtures individual curiosity, growth, and integrity.
• Commitment to exceptional customer experiences and professional development.