[Hiring] Customer Success Manager @Transform AI

Role Description

We're hiring a Customer Success Manager to join us in ensuring our enterprise clients achieve transformational outcomes with our AI-driven platform. You'll work at the intersection of technology, consulting, and business transformation to drive customer adoption, retention, and growth. This role encompasses:

• Strategic account management
• Technical enablement
• Building lasting partnerships with Fortune 500 companies and global consultancies

You will report into our Head of Product and CX and work closely with all of our founders. This role will initially be very hands-on, working directly with our beta cohort of customers as the founding dedicated customer success team member.

What You'll Do

• Own the full customer journey from initial sale through onboarding, implementation, support, expansion, and renewal to ensure rapid-response support and high CSAT
• Drive product adoption and help customers achieve measurable business outcomes
• Lead strategic business reviews and co-develop success plans with enterprise stakeholders
• Build and maintain trusted relationships with executive sponsors and key stakeholders
• Provide technical enablement and best practices training to customer teams
• Identify and collaborate on expansion opportunities to grow strategic accounts
• Gather and synthesize customer feedback to influence product direction
• Monitor customer health metrics and proactively address risks and opportunities
• Design and lead implementation processes and customer meetings, creating tools, artifacts, and scalable success playbooks from scratch
• Support the design of self-service, automated, and agent-led onboarding experiences for small businesses, and lead thoughtful, change-oriented success programs for enterprise customers
• Serve as the founding member of the Customer Success team, working hands-on with our beta cohort to refine our customer experience while building strong, trusted relationships
• Report to the Head of Product & CX and collaborate closely with the founding team to shape the role, strategy, and impact of Customer Success
• Collaborate with leadership to design, construct, and continuously improve the onboarding experience and broader customer success strategy

Qualifications

• 4+ years of experience in ERP implementation consulting, with a strong focus on NetSuite
• 3+ years of customer success or account management experience with enterprise software
• Proven track record of managing complex B2B relationships and driving customer outcomes
• Strong understanding of enterprise transformation, consulting, or change management
• Ability to navigate technical discussions and translate between business and technical teams
• Experience with SaaS metrics (NRR, churn, adoption, health scores)
• Excellent presentation and communication skills, especially with executive audiences
• Data-driven mindset with the ability to identify trends and surface actionable insights
• Proven ability to manage multiple high-value accounts simultaneously
• Professional proficiency in English, both written and verbal
• Self-starter who's comfortable building processes from the ground up in a fast-paced startup environment

Bonus Points

• Experience with AI/ML platforms or implementing cutting-edge enterprise technologies
• Background in management consulting or digital transformation
• Formal technical training or hands-on experience with technical tools/platforms
• Experience establishing or scaling a customer success function in a startup or growth-stage company

Benefits

• Join a high-caliber team defining customer success for next-generation AI platforms
• Work directly with Fortune 500 companies transforming their operations
• Shape our customer experience standards from the early stages
• Be part of a fast-paced, supportive, and customer-obsessed environment
• Competitive compensation, equity upside, and career growth opportunities