JOB-2029
A growth-stage conversational AI company serving smaller financial institutions, such as credit unions, is hiring customer success managers to look after strategic accounts. You will be the senior relationship owner for executive stakeholders and a credible voice on how the AI products work.
Role scope
- Manage a defined portfolio of strategic accounts as main contact and trusted advisor to VP and C-level leaders
- Safeguard account health, adoption and retention, spotting risk early and running recovery efforts before issues escalate
- Lead regular executive business reviews with data-backed insights and clear recommendations
- Partner with Sales on upsell and expansion opportunities that lift net revenue retention
- Turn usage and automation outcomes into business stories that help customers decide
- Carry feedback on product gaps and adoption friction back to Product and Engineering
- Keep CRM account health notes, risk flags and renewal forecasts accurate
About you
- Five to ten years in customer success, owning deep relationships with enterprise or larger mid-market B2B SaaS customers up to executive level
- At least a year at a venture-backed startup (Series A-D), improving processes rather than following a ready-made playbook
- Product-minded: able to explain a technical product and the value it creates
- Comfortable with AI productivity tools
- Bachelor’s degree and willingness to travel to customer sites a couple of days a month
- Fintech, contact-center or conversational AI experience is a plus
On-site in the San Francisco Bay Area. Visa transfers considered.
