Customer Success Manager

Collaboration.Ai•Minneapolis, MN

20d•Hybrid

About The Position

Collaboration.Ai is a mission-focused, AI-powered software and services company based in Minnesota, with employees, partners, and customers around the world. We unite people, technology, and purpose to accelerate breakthroughs that transform industries, empower communities, and create a more sustainable future. We collaborate with organizations across the defense ecosystem, helping them navigate complex challenges and drive transformative change. Our product lineup includes NetworkOS, an AI-powered platform that aligns people, purpose, ideas, and expertise in real-time, generating actionable insights to propel movements forward, and CrowdVector, an integrated solution marketplace and innovation management platform that rapidly uncovers new ideas and advances breakthroughs to fuel movements. We’re looking for a proactive, relationship-driven full-time Customer Success Manager to help our customers succeed with Collaboration.Ai’s product suite. You’ll support a portfolio of customers, guiding them from onboarding through renewal helping them implement solutions, maximize engagement, and achieve measurable outcomes. This position will be accountable for NRR (retention and upsells). This role benefits significantly from an ability to use AI tools to accelerate learning, support documentation, streamline communication, and enhance your effectiveness in managing and evolving customer use. This role is part of a globally distributed team, and you'll work cross-functionally with colleagues in both the US and Germany to align on customer strategy, product feedback, and internal processes.

Requirements

3-5 years proven work experience in the fields of software customer success, account management, or innovation management.
Familiarity with basic web technologies (HTML,and CSS) to help troubleshoot simple platform or integration issues.
Experience using AI tools such as Claude to accelerate learning, improve documentation, strengthen customer communication, troubleshoot issues, and enhance overall efficiency in a SaaS environment.
Experience delivering value through customer experience and relationship management.
Strong project management skills (timelines, coordination, and budget management)
Excellent written and verbal communication skills.
Customer-oriented mindset with strong problem-solving ability.
Ability to thrive in a fast-paced, dynamic environment.
Comfortable working cross-functionally with a distributed team spanning the US and Germany, including coordination across time zones.
U.S. citizenship required.

Nice To Haves

Experience working with government entities (DoW, Air Force, or other public sector organizations).
Previous experience in a startup or agile environment.
Candidates based in the Twin Cities (Minneapolis or Saint Paul, MN) that will work remotely and from our Saint Paul office as needed.
Willingness to travel occasionally as needed for Company or Customer events.

Responsibilities

Identify and execute upsell and cross-sell opportunities.
Work direction with Key Account Managers and Program Managers to support account growth initiatives.
Deliver onboarding and product training for new customers.
Monitor KPIs and provide proactive recommendations to ensure success.
Lead onboarding and implementation of new innovation platforms for your customers.
Manage project timelines, deliverables, and budgets while coordinating with all stakeholders.
Provide frontline technical support and communicate software issues to the development team.
Collect customer feedback and share actionable insights with the product team to improve usability and features.
Provide strategic advice on optimizing innovation processes using Collaboration.Ai methodologies and tools.
Analyze customer needs and recommend tailored approaches to drive engagement and impact.
Translate customer goals into actionable use cases and measurable success criteria.
Support customers in aligning their innovation strategies with digital transformation objectives.
Identifying improvement potential of internal processes and coordinating the implementation.
Partner with sales, product, and program management teams to deliver a seamless customer experience.
Work in coordination with Program Managers to support major contractual deliverables, milestones, features and functionality of our products for our customers.
Support new team members through knowledge sharing and mentorship.
Work closely with external partners and government stakeholders to ensure alignment and communication.