Squirro is looking for a Customer Success & Project Manager to join our growing US team. In this hybrid role, you'll own the full post-sale customer journey - from project kick-off and delivery through to long-term value realization and account growth. You'll be the primary point of contact for a portfolio of enterprise clients, ensuring their success with our Enterprise GenAI Platform while keeping projects on track and expanding our footprint within accounts.
This is a hands-on, client-facing role that sits at the intersection of delivery and relationship management. You'll work closely with Sales, Solution Engineering, and Product to create seamless client experiences and drive measurable outcomes.
What You'll Do
Customer Success
- Serve as a dedicated partner to a portfolio of US-based enterprise clients post go-live, driving adoption and value realization
- Lead QBRs, Joint Success Plans, and renewal conversations to ensure retention and identify growth opportunities
- Proactively monitor client health metrics (NRR, churn signals, usage trends) and develop plays to address risks and capitalize on expansion opportunities
- Translate platform telemetry, retrieval quality signals, and AI-driven insights into clear, actionable recommendations - knowing enough about the underlying stack to ask the right questions of the technical team
- Identify and progress cross-sell and upsell opportunities in collaboration with the Sales team
Project Management
- Manage end-to-end delivery of customer implementation and expansion projects using agile methodologies - on time, on budget, and in scope
- Define project scope, success criteria, and delivery milestones in alignment with client expectations
- Coordinate internal and partner resources, ensuring the right skills are applied at the right time
- Proactively manage risks, scope changes, and stakeholder communications throughout the project lifecycle
- Support presales activities including scoping, effort estimation, and proposal preparation
What You Bring
- 3-5 years of experience in a customer-facing role combining project delivery and account management, ideally within a SaaS or enterprise software environment
- Hands-on experience with CS practices: Success Plans, renewal management, churn prevention, QBRs, and expansion plays
- Solid understanding of project management principles; PMP, CAPM, or Scrum certification is a plus
- Familiarity with enterprise data environments: understanding of data pipelines, APIs, permissions/security models, and how enterprise knowledge is structured and retrieved
- Experience supporting or managing AI/ML implementation projects, including working through data readiness, model configuration, and iterative tuning with technical teams
- Ability to hold a credible technical conversation with solution engineers and developers - not as a builder, but as an informed collaborator who can ask the right questions and flag risks early
- Solid working knowledge of LLM/GenAI concepts - including RAG architectures, embedding models, vector search, and agentic workflows - and the ability to translate these into business value for non-technical stakeholders
- Familiarity with tools such as Jira, Confluence, Salesforce, and PSA platforms (e.g. Certinia)
- Experience working with enterprise or mid-market clients, ideally in Banking, Finance, or Pharma
- Excellent communication and stakeholder management skills
Who You Are
- A natural relationship builder who earns trust quickly with both technical and business stakeholders
- Organized and delivery-focused, with a knack for keeping multiple projects and client threads moving simultaneously
- Commercially aware - you understand what drives retention and growth, and you act on it
- Curious about AI and emerging technology, and excited to help clients unlock real value from GenAI solutions
- A team player who thrives in a fast-moving, collaborative environment
- Technically curious enough to dig into platform logs, usage dashboards, or a retrieval pipeline to understand why something isn't working - not just escalate it
What We Offer
- A high-impact hybrid role at the cutting edge of Enterprise AI
- Autonomy and ownership in a "freedom and responsibility" culture
- A collaborative team of exceptional people working on genuinely hard problems
- Flexibility and a growth-oriented environment
- The chance to shape how enterprise clients experience and adopt GenAI at scale
