Customer Success Manager

We are working exclusively to find a Customer Success Manager based in New York.

We’re partnering with a fast-growing, VC-backed AI adoption platform helping enterprises turn their AI ambitions into measurable adoption, productivity and long-term value.

The platform helps professionals master tools including ChatGPT, Copilot and Claude Cowork, while supporting organisations as they rebuild workflows around AI.

With growing enterprise traction and an expanding New York team, they are hiring a Senior Customer Success Manager to lead strategic customer relationships and help build their US customer success function.

• Approaching $3 ARR, with plans to reach $6m by the end of the year.
• Raised a $3.5m Seed round when they were profitable.
• Proven traction with more than 400 customers across 25 countries.
• Recent enterprise deployments include organisations with more than 2,500 users.
• Users save approximately three hours per week through improved AI adoption.
• 96% of users report improved work quality, with 90%+ reporting increased confidence.
• Enterprise contracts typically start at approximately 500 licences and $100k.
• Growing rapidly across the US, with most customers currently based in New York.
• Building traction across professional services, financial services and technology.
• Helping enterprises govern agentic AI, manage token usage and drive adoption.
• Growing the New York team by another 2 to 4 AEs and 1 to 2 Account Managers over the next six months.
• Joining as the founding senior customer success presence in New York.
• Owning the most strategic US customers while mentoring existing Account Managers.
• Opportunity to shape customer health, QBRs and engagement processes.
• Clear progression as the US customer base and local team continue to scale.

• Own a focused portfolio of strategic enterprise customers from sales handover through to renewal.
• Lead kick-offs, onboarding sessions and early adoption plans to give customers a strong start.
• Build trusted relationships across day-to-day owners, champions, senior sponsors and economic buyers.
• Create joint success plans that connect platform adoption with measurable customer outcomes.
• Drive ongoing usage of the platform, masterclasses and newly released features across customer organisations.
• Help customers embed AI into everyday workflows while improving licence allocation and token efficiency.
• Monitor usage, progress and customer feedback to identify risks and opportunities early.
• Build and maintain customer health scores using both quantitative and qualitative data.
• Establish regular engagement cadences, including strategic reviews and structured QBRs.
• Demonstrate the value and ROI customers are achieving through improved AI adoption.
• Own renewal readiness, ensuring the right adoption, relationships and outcomes are in place.
• Partner with Account Executives to identify and support cross-sell and expansion opportunities.
• Act as the voice of US customers, sharing structured feedback with Product, Engineering and Learning.
• Help develop repeatable customer success playbooks, reporting and engagement processes.
• Mentor existing Account Managers and help raise customer success standards across the US team.

• 3 to 5+ years of experience across customer success, account management, consulting or another customer-facing technology role.
• Experience owning enterprise or strategic customers within complex B2B environments.
• Strong understanding of customer onboarding, adoption, value realisation, retention and renewals.
• Commercial experience contributing to targets such as NRR, GRR, expansion or customer health.
• Confident building relationships with senior executives while managing day-to-day operational stakeholders.
• Comfortable navigating large organisations…