Strategic Customer Success Manager

Do you enjoy building solid internal and external relationships resulting in growth?

Do you enjoy collaborating cross-functionally to deliver on common goals

About the Role:

We’re looking for a highly strategic and relationship-driven Customer Success Manager to join our team at a pivotal moment in our AI transformation. In this role, you’ll manage a small portfolio of our most important clients, guiding them as they adopt, scale, and derive real business value from our AI solution, Nexis+ AI. These accounts are high-value, high-impact, and require a proactive, consultative approach to ensure their long-term success, growth and partnership.

As a Strategic CSM, you’ll act as a trusted advisor and AI adoption champion, owning the post-sale relationship, driving deep and lasting engagement, identifying opportunities for expansion, advocating for client needs internally, and driving value at every stage of the customer journey. You won’t just manage the relationship — you’ll shape how our most strategic clients experience, adopt, and scale AI within their organizations, serving as a key voice of the customer as we continue to build and refine our AI capabilities.

Responsibilities:

Own and deepen relationships with a portfolio of strategic accounts, serving as their primary guide to adopting and scaling our AI solution

Understand each client’s business goals, KPIs, and how our AI solution fits into and accelerates their broader strategy

Lead onboarding, adoption, and expansion efforts tailored to each client’s unique needs, with a strong focus on driving deep, sustained engagement with our AI solution

Serve as a cross-functional liaison, working closely with Sales, Product, Support, and Engineering to champion client priorities and shape the roadmap for our AI solution

Develop and execute success plans, QBRs, and health checks for each account, with AI adoption and value realization as a core measure of success

Identify upsell, cross-sell, and renewal opportunities in partnership with Sales, particularly around expanded use cases for our AI solution

Proactively mitigate risk and resolve escalations to ensure high satisfaction and retention

Drive change management and enablement programs — training sessions, best-practice playbooks, and internal champions — that build client confidence and fluency with our AI solution

Deliver insights, best practices, and industry trends that help clients get the most value out of our AI solution

Track key metrics such as AI feature adoption, product usage, NPS, churn, and account health, and translate them into a compelling value story for clients and internal stakeholders

Qualifications:

5+ years in Customer Success, Account Management, or a similar client-facing role, ideally with AI, SaaS, or other emerging-technology products

Experience managing enterprise or strategic accounts, including driving adoption of new or evolving technology

Exceptional communication, presentation, and relationship-building skills, and experience doing so with C-suite

Strong business acumen and a consultative approach to client interactions

Proven ability to work cross-functionally and influence without authority

Comfortable navigating ambiguity and tailoring approaches for different stakeholders, especially in a fast-evolving AI landscape

Genuine curiosity about AI, with a passion for helping clients understand, adopt, and unlock its value

Experience with CRM tools like Salesforce, Gainsight, Churnzero, or other relevant platforms

Bonus:

Background in Professional Services, Management Consulting, or Financial Services

Experience with product integrations or technical onboarding

Experience driving AI or other emerging-technology adoption, digital transformation, or organizational change management…