Customer Success Manager - Enterprise AI SaaS (Remote, US)

EQL Tech

3d•$110,000 - $135,000•Remote

About The Position

WaterOne.AI is seeking its founding Customer Success Manager (CSM) for a remote (US) role. This position involves owning a portfolio of Fortune 500 and enterprise customers, reporting directly to the CEO. The CSM will drive onboarding, adoption, retention, renewals, and expansion across enterprise accounts, utilizing AI tools daily to build the necessary workflows. This role is suitable for experienced customer success managers, management consultants, forward-deployed engineers, solutions consultants, technical account managers, and former product managers who desire deep customer ownership at an early-stage AI company. WaterOne.AI specializes in AI-powered market intelligence and workflow solutions for infrastructure-focused companies, including Fortune 500 businesses and private-equity-backed operators. The company assists commercial teams in understanding markets, identifying opportunities, and enhancing go-to-market execution through tailored research, data, and AI-enabled workflows. As the first dedicated Customer Success hire, you will manage over a dozen enterprise accounts, serve as their primary contact, and establish the customer success function from inception. This is a hands-on role requiring direct engagement with senior enterprise stakeholders, addressing complex commercial and technical inquiries, leading research and advisory projects, and refining customer and internal workflows using AI tools like Claude and ChatGPT. You will report to the CEO and have significant influence over WaterOne.AI's customer success strategies.

Requirements

Bachelor's degree and approximately five or more years of relevant professional experience.
Strong customer success, account management, consulting, or other customer-facing experience, ideally with enterprise customers.
Excellent communication, stakeholder management, research, and analytical problem-solving skills.
Demonstrated ability to use AI tools (Claude, ChatGPT, or similar) through natural-language instructions to create and improve workflows.
Curiosity and confidence in learning unfamiliar industries, products, and engineering-related challenges.
Strong ownership, organization, judgment, and follow-through.
Ability to work with substantial Pacific Time overlap.
Ability to travel to California approximately once every one to two months.
Authorization to work in the United States.

Nice To Haves

Experience in an early-stage startup.
Experience in enterprise SaaS customer success, account management, sales, consulting, market research, engineering, infrastructure, or industrial technology.
Experience working with senior enterprise stakeholders.
Experience designing AI-enabled workflow automations.
An advanced degree in management, engineering, science, technology, or a related field.

Responsibilities

Own a portfolio of enterprise SaaS accounts, ensuring clear visibility of customer goals, commitments, adoption, risks, and next steps.
Lead weekly check-ins and QBR-style reviews, coordinating responsive support between meetings.
Onboard new customers and expanded user groups to ensure WaterOne.AI becomes embedded in their working processes.
Drive customer retention, renewals, and expansion revenue; contribute to sales conversations, pilot design, and success criteria.
Deliver focused research and advisory projects that sharpen customers' go-to-market decisions.
Use AI tools (Claude, ChatGPT, and similar) to build, test, and refine workflows through natural-language instructions.
Build the customer success operating system, including account plans, customer health tracking, onboarding standards, renewal processes, and a repeatable playbook.
Manage a role mix: approximately 50% customer success and consulting, 25% AI workflow development, 15% renewals, expansion and sales support, and 10% building the function.