Customer Success Manager, Standard Accounts

Customer Success Manager, Standard Accounts

Role: Customer Success Manager, Standard Accounts
Location: Smarter

X HQ (Cleveland)
Reports To: VP of Customer Success/ COO

Smarter

X is an AI transformation company. We educate and empower leaders to reimagine business models, reinvent industries, and rethink what's possible.

• We believe AI will rapidly transform businesses, industries, jobs, the economy, educational systems, and society.
• We believe you can build a smarter version of any business through a responsible, human-centered approach to AI.
• We believe the future of all business is AI native, AI emergent, or obsolete.
• We believe AI education and training is the foundation for success in every organization.

Our goal is to Accelerate AI Literacy for All through courses, content and events. Consulting and speaking are also secondary solutions under the Smarter

X brand.

Smarter

X has three primary public-facing business units and brands:

• Marketing AI Institute: Media, event and education business founded in 2016 that is designed to make AI approachable and actionable for marketers. The Institute has more than 100,000 contacts, and its flagship in-person conference, MAICON, draws 2,000+ marketers to Cleveland each year.
• AI Academy by Smarter
  
  X: Originally launched in 2020 under the Marketing AI Institute brand, AI Academy is being spun off as a dedicated site and brand. AI Academy is a high-growth business unit designed to prepare individuals and organizations for the future of work by making AI education accessible and personalized.
• The Artificial Intelligence Show: The podcast is Smarter
  
  X’s fastest growing media channel with 115,000+ downloads per month. The podcast serves as a promotional tool and lead generator for Smarter
  
  X and its business units.

Smarter

X also has an internal AI Content Studio that supports audience growth, demand generation, and customer success across all brands / business units. The AI Content Studio produces blog posts, books, blueprints, courses, newsletters, podcasts, presentations, research, videos and webinars.

The Customer Success Manager (CSM), Standard Accounts is responsible for the success, retention, and expansion of AI Academy’s standard business accounts. These customers typically have 5–99 AI Mastery Member licenses and limited account growth potential based on company size.

This is a scaled, AI-assisted customer success role. Each CSM manages a portfolio of 100–150 business accounts representing $1–2M in ARR, using AI agents, automation, and data-driven prioritization to deliver high-quality outcomes at scale.

CSMs serve as the primary customer champion and trusted advisor—working in tandem with the pooled customer support team and AI agents—while functioning as AI transformation consultants for their assigned accounts.

• Serve as the primary point of contact for a portfolio of standard business accounts.
• Partner closely with the pooled customer support team and AI agents to deliver timely, consistent service.
• Provide support primarily via email and chat, with selective live interactions as needed.

• Manage structured onboarding using automated workflows and templated communications.
• Guide customers as needed through setup, activation, and early success milestones.
• Provide clear guidance on license deployment and employee rollout.

• Conduct AI Transformation Score assessments to benchmark readiness and progress.
• Support goal setting and learning journey development aligned to customer objectives.
• Recommend best practices, playbooks, and resources to accelerate AI literacy and adoption.

• Monitor account health through an internal Customer Success Score, informed by:
  • Course enrollments and completions
  • Weekly active users
  • Learning hours
  • Badges and certifications earned
• Identify expansion, risk, and churn signals using usage and engagement data.
• Proactively engage account leads when intervention can improve outcomes.

• Support scalable enablement initiatives including:
  • Training webinars
  • Office hours
  • Pl…