Customer Success & Project Manager

Squirro•New York, NY

2d•Hybrid

About The Position

Squirro is looking for a Customer Success & Project Manager to join our growing US team. In this hybrid role, you'll own the full post-sale customer journey — from project kick-off and delivery through to long-term value realization and account growth. You'll be the primary point of contact for a portfolio of enterprise clients, ensuring their success with our Enterprise GenAI Platform while keeping projects on track and expanding our footprint within accounts. This is a hands-on, client-facing role that sits at the intersection of delivery and relationship management. You'll work closely with Sales, Solution Engineering, and Product to create seamless client experiences and drive measurable outcomes.

Requirements

3–5 years of experience in a customer-facing role combining project delivery and account management, ideally within a SaaS or enterprise software environment
Hands-on experience with CS practices: Success Plans, renewal management, churn prevention, QBRs, and expansion plays
Solid understanding of project management principles; PMP, CAPM, or Scrum certification is a plus
Familiarity with enterprise data environments: understanding of data pipelines, APIs, permissions/security models, and how enterprise knowledge is structured and retrieved
Experience supporting or managing AI/ML implementation projects, including working through data readiness, model configuration, and iterative tuning with technical teams
Ability to hold a credible technical conversation with solution engineers and developers — not as a builder, but as an informed collaborator who can ask the right questions and flag risks early
Solid working knowledge of LLM/GenAI concepts — including RAG architectures, embedding models, vector search, and agentic workflows — and the ability to translate these into business value for non-technical stakeholders
Familiarity with tools such as Jira, Confluence, Salesforce, and PSA platforms (e.g. Certinia)
Experience working with enterprise or mid-market clients, ideally in Banking, Finance, or Pharma
Excellent communication and stakeholder management skills

Nice To Haves

A natural relationship builder who earns trust quickly with both technical and business stakeholders
Organized and delivery-focused, with a knack for keeping multiple projects and client threads moving simultaneously
Commercially aware — you understand what drives retention and growth, and you act on it
Curious about AI and emerging technology, and excited to help clients unlock real value from GenAI solutions
A team player who thrives in a fast-moving, collaborative environment
Technically curious enough to dig into platform logs, usage dashboards, or a retrieval pipeline to understand why something isn't working — not just escalate it

Responsibilities

Serve as a dedicated partner to a portfolio of US-based enterprise clients post go-live, driving adoption and value realization
Lead QBRs, Joint Success Plans, and renewal conversations to ensure retention and identify growth opportunities
Proactively monitor client health metrics (NRR, churn signals, usage trends) and develop plays to address risks and capitalize on expansion opportunities
Translate platform telemetry, retrieval quality signals, and AI-driven insights into clear, actionable recommendations — knowing enough about the underlying stack to ask the right questions of the technical team
Identify and progress cross-sell and upsell opportunities in collaboration with the Sales team
Manage end-to-end delivery of customer implementation and expansion projects using agile methodologies — on time, on budget, and in scope
Define project scope, success criteria, and delivery milestones in alignment with client expectations
Coordinate internal and partner resources, ensuring the right skills are applied at the right time
Proactively manage risks, scope changes, and stakeholder communications throughout the project lifecycle
Support presales activities including scoping, effort estimation, and proposal preparation