Manager Customer Success AI (Manager/Player-Coach)
Core
Manage and mentor a Customer Success team while directly owning high-value accounts to maximize AI product utilization and drive retention.
Role type
Manager/Player-Coach, Customer Success
Builds
AI receptionist and conversational AI workflows for multi-location practices
Domain
SaaS, Artificial Intelligence, Telephony
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
SaaS Customer Success leadership, AI workflow configuration, data literacy, ROI storytelling, strategic stakeholder management
Preferred skills
builder mindset, empathetic leadership, growth-stage adaptability
Technologies
conversational AI, telephony, call routing, scheduling workflows
Responsibilities
Mentor and coach Customer Success professionals on AI optimization; Directly manage a strategic book of Mid-Market and Enterprise accounts; Analyze client operations to optimize AI configurations and remove friction; Interpret usage dashboards to build executive-ready ROI business cases; Identify customer health risks and operationalize churn mitigation playbooks; Collaborate with Product and Engineering to influence the AI roadmap.
Seniority
Manager, hands-on IC with team leadership