Customer Success Manager, Enterprise AI Governance

Trustible•Arlington, VA

3d•$120,000 - $140,000

About The Position

Trustible is seeking an Enterprise Customer Success Manager (CSM) to manage the post-sale customer journey for their clients, who are typically in regulated industries like financial services, healthcare, insurance, defense, and manufacturing. These customers are governing high-stakes AI programs and require a CSM who can operate credibly in this environment. The role involves owning onboarding, implementation, adoption, and renewal for a portfolio of enterprise accounts. The CSM will need to be comfortable managing multi-stakeholder enterprise implementations, possess sufficient technical understanding to escalate issues to engineering, and be a genuine thought partner to customers on AI governance and regulation. This role extends beyond traditional CS, involving contributions to building out AI Governance Enablement solutions, running pilots, providing product feedback, supporting product launches, and leveraging AI tools for workflow automation.

Requirements

5+ years of Customer Success experience, with a track record implementing AI or enterprise software solutions inside large, complex organizations
Prior experience at a governance, risk, or cybersecurity software companies
Comfort operating in a small, fast-moving team where the CS function is still being built, not inherited
Demonstrated ability to manage multiple stakeholders within a single enterprise account, including technical, compliance, and executive audiences
Technical proficiency sufficient to scope integration and configuration needs, and sound judgment about when to bring in engineering
Working knowledge of AI risk, cybersecurity, or regulatory compliance (EU AI Act, NIST AI RMF, ISO 42001, SOC 2, or similar), or the ability to get fluent fast
Experience running structured pilots or trials that convert to long-term contracts
Strong written and verbal communication, comfortable presenting to senior stakeholders including CISOs, General Counsel, and Chief AI Officers

Nice To Haves

Experience working directly with regulated industries (financial services, healthcare, insurance, defense/government)
Familiarity with tools like HubSpot, Notion, or similar CS/GTM stacks
Experience building or contributing to a services or solutions offering alongside a core software product
Hands-on experience using AI tools to build workflow automation or internal tooling

Responsibilities

Own onboarding and implementation for enterprise accounts, managing multi-stakeholder rollouts across AI, legal, IT, and business teams
Serve as the primary point of contact for a portfolio of enterprise customers post-sale, driving adoption, retention, and expansion
Translate customer needs into configuration and workflow decisions inside the platform, and know precisely when a request needs to be escalated to engineering versus solved within CS
Advise customers on how to structure their AI governance programs using Trustible, drawing on real fluency in AI risk, regulatory frameworks (EU AI Act, NIST AI RMF, ISO 42001), and cybersecurity/compliance fundamentals
Manage and support pilots and trials, structuring them around clear activity commitments and conversion criteria
Feed structured product feedback and customer signal into roadmap discussions, working directly with product and engineering
Support product launches with customer-facing enablement materials, training, and rollout communication
Help build and refine Trustible's AI Governance Enablement solutions offering: identifying where packaged services, playbooks, or structured engagements should supplement the core platform
Identify and use AI tools to automate repetitive parts of the CSM motion (intake synthesis, health scoring, renewal prep, documentation) to improve consistency and free up time for high-value customer work
Play a primary role in supporting business development on renewal and expansion conversations for your accounts in partnership with sales