Customer Success Manager

Modern AI•Miami, FL

35d•Remote

About The Position

Modern.ai is a business intelligence platform powering some of the most sophisticated brands in e-commerce today. Since launching in March 2025, we have tracked billions of dollars in revenue across hundreds of brands, including celebrity-led brands and some of the biggest names in modern e-commerce. Our platform sits at the intersection of attribution, analytics, automation, AI, and revenue operations. We work with elite operators who care deeply about performance, data integrity, and speed. You will be representing a product with real scale, real customers, and real expectations. We are hiring a Customer Success Manager to own the customer experience from the first demo through long-term success. This is not a passive support role. This is a front-line revenue, retention, and adoption role. You will run demos, support customers, nurture pipeline opportunities, build customer-facing materials, and act as a direct extension of sales, product, and leadership. You will work closely alongside the CEO and leadership team.

Requirements

2 to 5 years experience in customer success, account management, sales, or solutions consulting
Proven experience running live software demos
SaaS experience strongly preferred
Experience with analytics, data platforms, or marketing technology preferred
Experience building customer-facing decks and presentations
Strong written and verbal communication skills
Comfortable using CRMs, AI tools, and modern SaaS platforms

Responsibilities

Run confident, polished live product demos for inbound leads and prospects
Tailor demos and presentations based on customer sophistication and use case
Build and customize decks for demos, onboarding, QBRs, and follow-ups
Clearly explain workflows, dashboards, attribution, and performance metrics
Confidently answer technical and product questions live
Serve as first-line support for customer questions and issues
Maintain fast, professional response standards
Triage issues and coordinate with product and engineering when needed
Proactively identify churn risk and intervene early
Build trusted relationships with high-value customers
Follow up on inbound leads, trials, and warm prospects
Re-engage stalled opportunities with tailored outreach and materials
Maintain clean CRM records with clear next steps
Support expansion, upsells, and renewals
Partner with leadership to help close deals
Use AI tools daily to improve speed, clarity, and decision-making
Leverage AI for research, summarization, customer insights, and documentation
Create customer-ready decks and materials efficiently using AI-assisted workflows
Keep immaculate CRM, support, and account notes
Surface actionable customer feedback that influences product direction
Improve internal processes, playbooks, and templates
Operate independently without hand-holding in a fast-moving startup