Customer Success Manager - SF
About The Position
As a Customer Success Manager, you will be the primary advocate for a portfolio of enterprise and strategic partners post-deployment. Your mission is to ensure that each customer transforms their business with Relevance AI’s agentic platform. You will accomplish this by helping each customer realize the “art of the possible,” driving ongoing value and expanding agentic automation across their organizations. While you’ll be introduced at kickoff, you will take full ownership following implementation, acting as the strategic lead for that account while collaborating with Solutions Architects to navigate technical complexities. This role is the engine of retention, adoption, and expansion. You will cultivate deep-rooted relationships with champions and the C-suite, identifying impactful new use cases and leading AI transformation roadmaps with authority and earning the right to be a trusted advisor. You’ll thrive by combining strategic account management with rigorous discovery, turning account ambiguity into clear, prioritized paths to ROI across a sophisticated book of business.
Requirements
- 3+ years of experience in customer success, account management, or a related post-sales role, with experience supporting B2B SaaS customers.
- Experience working with enterprise or complex customers, including engaging VP-level and senior stakeholders.
- Strong relationship-building skills with the ability to establish trust, communicate with polish, and act as a credible advisor over time.
- Excellent discovery and consultative communication skills, including the confidence to ask thoughtful, challenging questions and navigate complex conversations.
- Strategic mindset with the ability to manage a portfolio of approximately 15-20 accounts, assess customer health, and prioritize actions that drive retention and expansion.
- Strong AI literacy and the ability to speak credibly about AI transformation with enterprise customers.
- Product fluency or the ability to quickly become conversant in a technical platform without needing to be the primary technical builder.
- Collaborative approach and comfort working cross-functionally with post-sales, sales, and technical partners in a fast-moving environment.
Responsibilities
- Own a portfolio of enterprise customer accounts post-implementation, maintaining strong relationships with day-to-day champions and executive business sponsors.
- Drive customer health, adoption, retention, and expansion by identifying high-impact opportunities for new use cases on the platform.
- Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
- Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
- Lead clear, professional communication with customers, including regular updates, proactive account management, and high-quality discovery conversations.
- Contribute to core post-sales outcomes, with success measured primarily through NRR/NDR performance.
Benefits
- Employee Stock Ownership Plan (ESOP)
- AI Productivity Benefit (up to $1200 USD/year for AI tools, courses, and learning resources)
- 12 weeks of paid parental leave for all eligible new parents, plus an additional 6 weeks for the birthing parent
- Milestone Merch for work anniversaries
- Free breakfasts, healthy snacks, and a fully stocked fridge of drinks
- Team lunches provided every Thursday and Friday
- Uber Eats dinners and regular catered office meals
- Vibrant community events featuring thought leaders, industry partners, and the wider tech community
- Quarterly Team Events for team bonding
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
