Customer Success Manager, AI Commerce

The Role

As a Customer Success Manager for AI Commerce, you will work closely with senior leadership to help mid-market and enterprise brands improve their visibility and performance in AI-driven shopping. You’ll become an expert in your customers’ goals, Novi’s platform, and the rapidly evolving landscape of AI commerce, and translate those insights into clear action plans that drive measurable business outcomes like traffic, conversion, and visibility.

In this role, you’ll independently own customer outcomes while collaborating closely with leadership on larger strategic enterprise accounts. It’s a unique opportunity to help define Novi’s customer success playbook for AI commerce and work directly with brands navigating a new and rapidly evolving channel, while getting significant exposure to strategy, product, and go-to-market decisions.

We’re looking for someone with strong operational and customer management instincts who is comfortable navigating complex, multi-stakeholder enterprise environments. This role is ideal for someone with consulting and/or agency expertise; passionate for the rapidly-evolving intersection of marketing, strategy, and technology; and experienced at connecting customer actions to business impact.

• Own and drive measurable business outcomes across the full post-sale lifecycle, ensuring that both enterprise and growing midmarket brands can successfully use our platform and expertise to drive AI visibility and revenue impact from Novi
• Drive onboarding, implementation, and ongoing customer coordination across multiple stakeholders and work streams, ensuring customers realize value quickly and consistently.
• Articulate Novi’s value and capabilities clearly to stakeholders across marketing, e-commerce, digital, and data organizations, identifying and driving opportunities for deeper customer engagement.
• Guide brands on how to win in AI-driven discovery by becoming an expert in AI shopping visibility, and translating platform insights into clear, actionable recommendations for marketing, e-commerce, digital, and data teams.
• Build your own leverage using AI tools, workflows, and creative problem-solving to scale your impact across a growing portfolio of brands.
• Act as a strategic reviewer of AI-generated recommendations and content, ensuring outputs align with brand positioning, category dynamics, and commercial objectives.
• Act as a critical feedback loop to product and our leadership team, shaping roadmap based on customer needs and observed gaps

• You have 3-7 years of customer-facing experience advising marketing, e-commerce, or digital teams, including 2+ years working with complex enterprise accounts
• You have a demonstrated track record of helping enterprise and mid-market companies in consumer/e-commerce get value from a technology product, and helping drive deeper customer engagement and expansion
• You thrive in fast-paced, rapidly-evolving environments and are naturally curious and proactive, especially when it comes to technology. You’re always looking for better ways to work, engage, and deliver unexpected value
• You’re comfortable operating in ambiguous, emerging categories like AEO where the rules of the game shift weekly
• You can explain complex concepts simply and credibly to stakeholders at multiple levels of seniority and in multiple functional areas
• You have strong written and verbal communication skills. You can craft a compelling email and deliver clear verbal answers and recommendations.
• You have a demonstrated ability to use AI tools to generate customer-facing value and/or improve your own professional productivity
• You’re based in NYC metro area and/or are open to a hybrid NYC work environment (remote-first, with 1-2 days/week in office)

• Prior experience at an early-stage or fast-growing startup