Customer Success Manager
Core
Manage a portfolio of 40–60 Mid-Market customers as a strategic advisor, driving onboarding, adoption, retention, and expansion of AI-powered SaaS solutions.
Role type
Customer Success Manager (Mid-Market)
Builds
Customer success outcomes and AI adoption within the SaaS product suite
Domain
SaaS / AI-powered solutions
Deliverable
production ML models
Required skills
Customer lifecycle management, strategic advisory, onboarding execution, health monitoring, retention/expansion strategy, cross-functional collaboration, escalation management, internal advocacy, AI tool utilization, remote collaboration
Preferred skills
Lifecycle messaging expertise, fluency in French/Russian/Spanish, experience communicating with software developers
Technologies
AI-powered SaaS platforms
Responsibilities
Lead customer onboarding and define success plans; monitor health and adoption trends; partner on retention and expansion; resolve escalations; advocate for product improvements; encourage AI adoption; contribute to playbooks and enablement.
Seniority
Mid-level, hands-on IC