Customer Success Manager

C3 AI is seeking a highly qualified Customer Success Manager (CSM) to join the support team in Redwood City, CA. The Customer Success Manager will oversee and address our customers’ technical needs and will provide accurate technical service, and achieve the set expectations, ensuring customer satisfaction. The CSM will work with the customer to define KPI’s for success and collaborate with the different teams internally and externally to achieve this.

The Customer Success Manager, while typically not hands on keyboard, is nevertheless a technically savvy individual who is able to break down complex technical concepts to a non-technical audience. The CSM is results-driven and in collaboration with the customer defines, measures, and drives specific business objectives and associated KPIs. Ultimately, the CSM is responsible for ensuring a delighted customer that wants to continue their relationship with C3 AI and use our products and services.

Responsibilities:

• Broad understanding of C3 AI high value use cases with knowledge of most successful case studies. Understand basic AI/ML technical concepts.
• Able to identify and tailor description and support of C3 AI capabilities to individual customer needs.
• Lead use case scoping and data discovery workshops. Analyze customers’ needs and suggest upgrades or additional software features to meet their requirements.
• Drive software development process (e.g., SCRUM, Jira, scope sprints) and prioritize or escalate tickets. Understand UX and engineering processes and interactions, and common Cloud services and infrastructure.
• Report on product performance and provide customers feedback to Product and Engineering to help identify potential new features or products.
• Conduct user adoption workshops, define and help customers move along adoption curve. Identify solution enhancements and change management needed to unlock additional usage and adoption. Identify KPI’s for success for each customer and work with the teams to achieve these.
• Build the Business relationship with the customer to engage and drive success.
• Identify and act on new opportunities to expand and increase revenue.

Qualifications:

• Bachelor’s degree in economics, Computer Science, Engineering, Statistics, Mathematics, Operations Research, or master’s degree in similar fields.
• Minimum of 3-5 years of Customer Success experience with enterprise SaaS solutions.
• Experience working with customer engagements with exposure and involvement with data science, cloud infrastructure, solution architecture, application development, and data engineering.
• Credible customer presence. Capable of communicating effectively and stepping into a trusted advisor role.
• Data-driven, analytically oriented, with a commitment to process improvement and customer value creation.
• Demonstrated ability to navigate between the business and technical domains of a software implementation project while providing leadership in both areas.
• Excellent presentation and written communication skills with keen attention to detail.

Candidates must be authorized to work in the United States without the need for current or future company sponsorship.