AI Customer Success Manager

We're seeking an AI Customer Success Manager to serve as the primary advocate for our AI CTRL clients, ensuring they achieve measurable business outcomes and long-term value from their AI investments. You'll guide customers through onboarding, adoption, and expansion while helping them integrate AI solutions into their workflows
Key Responsibilities

Customer Success (80% Focus)

• Lead client workshops, training sessions, and ongoing education as the primary post-onboarding contact
• Drive adoption by identifying new use cases and workflows for AI integration across departments
• Monitor engagement metrics and proactively implement strategies to increase utilization and satisfaction
• Champion client needs internally to ensure solutions deliver measurable business value

• Train and support partners and trusted advisors on positioning AI CTRL effectively
• Host webinars and events to increase partner engagement and awareness
• Act as liaison between partners and internal teams to resolve client issues

• Customer KPIs (Primary): adoption rates, usage growth, incremental revenue per client, and satisfaction (NPS/feedback).
• Partner KPIs (Secondary): qualified leads, prospect meetings, sales revenue, joint initiatives, and incentive program outcomes.
• Expansion Metrics: number of new departments, workflows, and partners engaged in driving AI CTRL adoption.

• Experience: 3–5 years in customer success, account management, or related SaaS/technology roles.  Proven track record driving adoption, growth, and retention.  Experience with AI, cloud solutions, or enterprise software strongly preferred

• Skills: Strong communication abilities with talent for translating technical concepts into business outcomes.  Consultative, customer-first mindset with relationship-building expertise.  Analytical and data-driven approach to identifying trends and opportunities.  Ability to manage multiple priorities in fast-paced environments

• Education: Bachelor's degree in Business, IT, Computer Science, or related field (or equivalent experience)

Location: Cleveland, Ohio office.  On-site role, regional travel may be required.
Salary for this position will be based on your experience and your skills.  Estimated salary range is $100,000 to $125,000 annually.