Senior Customer Success Manager

Overview

As Senior Customer Success Manager at eGain, you’ll guide strategic enterprise relationships to maximize adoption and ROI of our AI-powered knowledge platform. You will align client AI priorities with knowledge management roadmaps, expanding footprint across Global 2000 accounts. You’ll turn successful implementations into measurable business impact, and cultivate advocates and case studies. This role sits at the intersection of strategy, technology, and customer outcomes in a fast-moving AI-driven market.

Responsibilities

• Own the success of a portfolio of strategic enterprise accounts from onboarding through renewal.
• Build trusted advisor relationships with senior business and IT stakeholders.
• Translate their AI strategies into knowledge management roadmaps that deliver measurable ROI.
• Drive product adoption and identify expansion opportunities.
• Transform satisfied customers into vocal advocates and case study partners.

Key requirements

• Proven track record in customer success or consulting roles with enterprise B2B SaaS clients.
• Deep understanding of AI, automation, and the enterprise technology landscape.
• Proven ability to manage complex stakeholder relationships.
• Comfortable presenting business reviews to VPs and C-level executives.

• Stakeholder relationship management
• Executive communication
• Strategic thinking
• AI and automation understanding
• Enterprise technology landscape knowledge
• SaaS product adoption and expansion strategies

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