Customer Success Manager

Customer Success Manager

HuLoop Automation, headquartered in Auburn, California, is an AI-Powered Work Optimization company redefining how work gets done across community and regional banking, credit unions, collections and revenue recovery, retail/wholesale, and CPG.

At the heart of our Human-in-the-Loop (HuLoop) ethos, our Intelligent Agents (digital workers) collaborate with people — eliminating repetitive "BS work" and empowering employees to focus on higher-value, cognitive activities.

Our unified, no-code platform delivers five integrated capabilities:

• Productivity Discovery – Reveals inefficiencies and automation opportunities through process and task mining.
• Work Orchestration – Optimizes human-driven processes through compliance, guidance, and automation.
• Process Automation – Automates multi-application tasks to improve productivity and scalability.
• Content Processing – Uses AI to extract, validate, and manage data from documents and images with human oversight.
• Test Automation – Ensures workflow and software reliability through no-code, AI-powered testing.

HuLoop's AI-based Work Optimization Platform unifies automation, workflow orchestration, document processing, and testing — delivering radically simple, fast, and affordable solutions that help customers grow without growing headcount.

Job Location:

Sacramento, California Area (Auburn, CA). Hybrid Work from Office / Work from Home

Job Type: Full Time, Permanent

Compensation:
Base salary plus commission based on individual and company performance

Job Description:

The Customer Success Manager will be responsible for maximizing customer lifetime value and driving revenue growth within your portfolio of post-sales customers. This role will develop deep trusted relationships at all levels within the customer organization from C-Level to end users — starting from kickoff to renewal through strategic planning and guidance. Success in this role will mean happy customers that are renewing our software subscriptions and expanding into our other solutions to drive more value.

This role will be the primary point of contact for customers to ensure they implement our platform, have high enablement & adoption, realize business value and grow their relationship with HuLoop.

Job Responsibilities:

• Own and manage the customer relationship from onboarding to renewal.
• Build strategic relationships to become a trusted advisor within the customer organization.
• Manage onboarding and services projects alongside the service delivery team.
• You will oversee the strict adherence to the HuLoop implementation & customer success methodologies.
• You will anticipate, track, and address (potential) roadblocks and rally the teams (both internal and customer) where needed to deliver the project on-time.
• Close the feedback loop – take learnings from the client implementation back to HuLoop R&D and other internal teams to enable continuous improvement, feature development and at scale implementations.

Project Management:

• Mitigates team conflict and communication problems.
• Manages, tracks, and proactively resolves project issues.
• Reviews documentation and project deliverables for completeness, correctness and compliance with company standards while ensuring that the project work meets customer expectations.
• Schedules, facilitates, and documents project meetings and requirements sessions.
• Collaborates with Sales, Product Development and Customer Service teams.
• Provides regular reports on activities and progress.
• Provides input on enhancements to Project Management templates, processes, and procedures to improve the organization's project delivery.

Client Management:

• Manages day-to-day client interaction.
• Drive value:
  Align customer activities with key business objectives to create measurable outcomes and continuously demonstrate value & ROI.
• Become a thought leader within AI strategy to assist customers with success planning to help meet their organization's goals.
• Proactively manage renewals, upselling and expansion within your portfolio to meet department and company KPIs for retention.
• Works with customers to assist them with efficient project coordination.
• Sets and manages client expectations.
• Act as…