Location : San Francisco, Hybrid
The Role As a
Customer Success Manager, you will be the primary advocate for a portfolio of enterprise and strategic partners post-deployment. Your mission is to ensure that each customer transforms their business with Relevance AI's agentic platform. You will accomplish this by helping each customer realize the "art of the possible," driving ongoing value and expanding agentic automation across their organizations. While you'll be introduced at kickoff, you will take full ownership following implementation, acting as the strategic lead for that account while collaborating with Solutions Architects to navigate technical complexities.
This role is the engine of retention, adoption, and expansion. You will cultivate deep-rooted relationships with champions and the C-suite, identifying impactful new use cases and leading AI transformation roadmaps with authority and earning the right to be a trusted advisor. You'll thrive by combining strategic account management with rigorous discovery, turning account ambiguity into clear, prioritized paths to ROI across a sophisticated book of business.
Your impact- Own a portfolio of enterprise customer accounts post-implementation, maintaining strong relationships with day-to-day champions and executive business sponsors.
- Drive customer health, adoption, retention, and expansion by identifying high-impact opportunities for new use cases on the platform.
- Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
- Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
- Lead clear, professional communication with customers, including regular updates, proactive account management, and high-quality discovery conversations.
- Contribute to core post-sales outcomes, with success measured primarily through NRR/NDR performance.
What We're Looking For - 3+ years of experience in customer success, account management, or a related post-sales role, with experience supporting B2B SaaS customers.
- Experience working with enterprise or complex customers, including engaging VP-level and senior stakeholders.
- Strong relationship-building skills with the ability to establish trust, communicate with polish, and act as a credible advisor over time.
- Excellent discovery and consultative communication skills, including the confidence to ask thoughtful, challenging questions and navigate complex conversations.
- Strategic mindset with the ability to manage a portfolio of approximately 15-20 accounts, assess customer health, and prioritize actions that drive retention and expansion.
- Strong AI literacy and the ability to speak credibly about AI transformation with enterprise customers.
- Product fluency or the ability to quickly become conversant in a technical platform without needing to be the primary technical builder.
- Collaborative approach and comfort working cross-functionally with post-sales, sales, and technical partners in a fast-moving environment.
Why Join Us? - Work at the forefront of AI with a nimble team that is constantly pushing boundaries. We encourage and celebrate ideas that drive our mission forward.
- We're guided by our five values: truth-seeking, be empathetic, put the customer first, iterate extremely fast, and build memories.
- We've set high standards in our high-trust environment - we hire exceptional people to do great work. In return, we reward our people with competitive salaries, unparalleled professional growth and career-defining opportunities.
- Relevance AI is well-funded by leading investors, including Insights Partners, Peak XV, King River Capital, Bessemer Venture Partners.
- As an early team member, you'll play a key role in shaping our future - including our culture, ways of working, and even the benefits we offer. We're laying the foundations now, and your ideas can help define what comes next.
Benefits - ESOP - Employee Stock Ownership Plan so you can grow with the company
- AI Productivity Benefit - Get up to $1200 USD/year to spend on AI tools, courses, and learning resources that help you work smarter and grow your skills
- Parental Leave - We offer 12 weeks of paid parental leave for all eligible new parents, and an additional 6 weeks for the birthing parent
- Milestone Merch - Celebrate your work anniversaries with customised Relevance AI swag
- Food, Drinks & Community - Stay energised with free breakfasts, healthy snacks, and a fully stocked fridge of drinks. Enjoy team lunches provided every Thursday and Friday, plus Uber Eats dinners and regular catered office meals throughout the week. As the home of the AI workforce, we also host vibrant community events featuring thought leaders, industry partners, and the wider tech community.
- 🪩 Quarterly Team Events - Build stronger connections through fun, meaningful team bonding experiences every quarter
