Product Customer Success Manager

Overview

In this role, you will own a portfolio of enterprise customers and drive real business value from Proactive AI Agent. You’ll combine data analysis with deep client engagement to ensure renewal and expansion, guiding cross-functional delivery and executive conversations. You’ll translate data into actionable insights, shape AI-driven journeys, and document technical requirements to support successful implementations. This position offers the chance to impact large strategic accounts and partner with Product, Services, and Sales to deliver measurable outcomes.

Responsibilities

• Own a book of enterprise and strategic customers, ensuring contract value realization and proactive renewal risk management
• Analyze customer, journey, and operational data to identify trends, risks, and opportunities
• Translate data into executive-ready insights and recommendations
• Build and maintain customer success plans aligned to business outcomes and KPIs
• Partner with customers to define, prioritize, and evolve AI-driven journeys delivering measurable value
• Gather and document customer business and technical requirements, creating customer-specific technical specifications
• Design and evolve customer journeys leveraging GenAI capabilities with use cases, guardrails, and success criteria
• Lead Quarterly Business Reviews with performance insights and next steps
• Coordinate cross-functional delivery with Professional Services, Product, and Sales
• Support renewal and expansion conversations with data-backed business cases
• Act as a trusted advisor to senior client stakeholders, balancing strategy and execution

Key requirements

• Bachelor’s degree
• Experience managing complex, customer-facing projects
• Experience creating customer-facing or internal technical specifications or requirements documentation
• Strong analytical skills; comfortable with raw or imperfect data in Excel or similar tools
• Ability to explain data-driven insights clearly to non-technical audiences
• Experience working with large, process-driven organizations
• Strong communication and stakeholder management skills
• Commercial awareness and comfort supporting renewal and expansion motions

• communication
• stakeholder management
• business storytelling
• Excel (or similar data tools)
• data analysis and visualization
• documentation of technical specifications

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