Customer Success Manager - SF

Location:

San Francisco, Hybrid

As a Customer Success Manager, you will be the primary advocate for a portfolio of enterprise and strategic partners post‑deployment. Your mission is to ensure each customer transforms their business with Relevance AI’s agentic platform by driving ongoing value and expanding agentic automation across their organizations. You will take full ownership following implementation, acting as the strategic lead for each account while collaborating with Solutions Architects to navigate technical complexities.

This role is the engine of retention, adoption, and expansion.

• Own a portfolio of enterprise customer accounts post‑implementation, maintaining strong relationships with day‑to‑day champions and executive business sponsors.
• Drive customer health, adoption, retention, and expansion by identifying high‑impact opportunities for new use cases on the platform.
• Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
• Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
• Lead clear, professional communication with customers, including regular updates, proactive account management, and high‑quality discovery conversations.
• Contribute to core post‑sales outcomes, with success measured primarily through NRR/NDR performance.

• 3+ years of experience in customer success, account management, or a related post‑sales role, with experience supporting B2B SaaS customers.
• Experience working with enterprise or complex customers, including engaging VP‑level and senior stakeholders.
• Strong relationship‑building skills with the ability to establish trust, communicate with polish, and act as a credible advisor over time.
• Excellent discovery and consultative communication skills, including the confidence to ask thoughtful, challenging questions and navigate complex conversations.
• Strategic mindset with the ability to manage a portfolio of approximately 15‑20 accounts, assess customer health, and prioritize actions that drive retention and expansion.
• Strong AI literacy and the ability to speak credibly about AI transformation with enterprise customers.
• Product fluency or the ability to quickly become conversant in a technical platform without needing to be the primary technical builder.
• Collaborative approach and comfort working cross‑functionally with post‑sales, sales, and technical partners in a fast‑moving environment.

• Health Insurance Contribution – Relevance AI contributes to the cost of individual medical, dental, and vision insurance for employees.
• Commuter Benefits – Save on your commute with pre‑tax deductions for transit and parking expenses.
• Unlimited Annual Leave – Flexible time off policy to rest, recharge, and take care of what matters most.
• ESOP – Employee Stock Ownership Plan so you can grow with the company.
• AI Productivity Benefit – Get up to $1,200 USD/year to spend on AI tools, courses, and learning resources.
• Parental Leave – We offer 12 weeks of paid parental leave for all eligible new parents, and an additional 6 weeks for the birthing parent.
• Milestone Merch – Celebrate your work anniversaries with customised Relevance AI swag.
• Food, Drinks & Community – Free breakfasts, healthy snacks, a fully stocked fridge of drinks, team lunches, Uber Eats dinners, and regular catered office meals. We also host community events featuring thought leaders and industry partners.
• Quarterly Team Events – Build stronger connections through meaningful team bonding experiences every quarter.