AI Client Success Manager

Expedient • Cleveland, OH

7d • Hybrid

About The Position

We are seeking a high impact Client Success Manager (CSM) who will accelerate the adoption and business value of our AI CTRL services across our existing client base. This role is central to our growth strategy and has a dual mission: to drive the adoption and value realization of AI CTRL for our current subscribers, and to identify and capture opportunities to expand these services to clients who have not yet adopted them. The ideal candidate will act as a trusted advisor, building deep relationships with clients to understand their business goals and aligning our AI solutions to help them achieve those outcomes. You are part customer advocate, part technology evangelist, and part sales professional, with a talent for turning successful client outcomes into new growth opportunities.

Requirements

• Proven experience in Client Success, Account Management, Technical Account Manager, or related role within a B2B technology company.
• A strong commercial mindset, with a demonstrated track record of identifying and closing expansion, upsell, or cross-sell opportunities within an existing customer base.
• Excellent technical aptitude and a genuine passion for emerging technologies, particularly AI, machine learning, and cloud services.
• Exceptional relationship-building and communication skills, with the ability to engage effectively with stakeholders at all levels, from technical users to executive sponsors.
• A strategic thinker who can understand complex business challenges and map them to technology solutions.
• Self-motivated and organized, with the ability to manage a diverse portfolio of clients and a pipeline of commercial opportunities.
• Ability to work and collaborate with cross-functional teams and departments to effectively achieve team-based growth objectives.
• Demonstrate Expedient core values and be eager to bring them to life in daily work.
• Exhibit Passion: Consistently bring enthusiasm and a positive attitude, giving their best effort and finding enjoyment in their work.
• Embrace Teamwork: Actively listen to and respect diverse perspectives, contribute to a collaborative environment, and strive to win together with colleagues and clients.
• Demonstrate Accountability: Uphold the highest standards of integrity and transparency, taking responsibility for actions and building trust within the team and with clients.
• Show Adaptability: Thrive in a dynamic, changing environment, remaining open to new ideas and approaches to continuously deliver value.
• Focus on Results: Pursue innovation with an emphasis on delivering high-quality work and support the organization’s growth and success.

Nice To Haves

• Bachelor’s degree preferred but not required; relevant certifications or training in sales/AI are a plus.

Responsibilities

• Drive Adoption & Deliver Measurable Customer Value: Serve as the primary post-sales point of contact for clients subscribing to AI CTRL services, establishing yourself as their trusted partner and advocate within Expedient.
• Develop a deep understanding of the client's business objectives and create tailored success plans to ensure they are leveraging our AI solutions to their full potential.
• Drive user adoption and engagement by providing best practices, insights, and guidance through regular check-ins, workshops, and business reviews.
• Monitor client health and usage data to proactively identify and address any risks or opportunities, ensuring a high level of client satisfaction and retention.
• Act as the voice of the customer, gathering feedback on our AI services to inform our product roadmap and service improvements.
• Identify and Close Strategic Account Growth Opportunities (Cross-Sell): Proactively analyze our existing client base to identify prime candidates for AI CTRL services based on their client profile, industry, existing infrastructure, and business needs.
• Develop and manage a pipeline of cross-sell opportunities within your portfolio of accounts.
• Articulate the value proposition of AI CTRL services, conduct compelling demonstrations, effectively articulate client return on investment, and manage the sales cycle from initial discovery to close for these expansion deals.
• Collaborate closely with the primary Account Executives, Client Advisors, Regional Account Managers, and Solution Architects to ensure seamless and unified client experience.

Benefits

• For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care.
• We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.
• We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.
• Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees