Client Success Manager

AI2IO helps organizations navigate the complex landscape of technology solutions, from foundational IT services and system support to advanced software integration, automation, and cutting-edge AI implementations. Our expertise spans IT infrastructure management, custom software development, seamless system integrations, and optimization of low-code business automation, empowering clients to maximize their existing technology investments.

Join us and be part of a team where your voice matters, your work makes an impact, and your growth is a shared priority.

Position Title

Client Success Manager

Position Location

Remote – work virtually from anywhere in the United States

Salary

AI2IO recognizes salary ranges from job boards do not necessarily reflect our pay ranges. In many instances we out-compete those ranges for well-qualified candidates.

Job Summary

The Client Success Manager (CSM) is the single point of contact for assigned clients across all AI2IO value streams — Business Productivity Tools, AI Tools, Engineering Tools, Revit Add-ins, and Power Platform Solutions. They serve as the client’s advocate and trusted partner, ensuring satisfaction, alignment, and continuity across multiple technical delivery teams. The CSM coordinates new requests, manages escalations, and identifies opportunities to expand the partnership, while collaborating internally with Product & Client Solutions Leads to deliver outstanding outcomes.

This role focuses on relationship management and client success, not project delivery. CSMs act as the connective tissue between clients and the self-managed delivery pods that execute work within each value stream.

This role will collaborate with Developers, QA Team, Product & Client Solutions Leads, and Leadership Team.

Essential Functions

• Client Relationship Management
• • Serve as the primary point of contact for assigned clients across all AI2IO value streams.
  • Develop a deep understanding of each client’s goals, priorities, and usage of AI2IO products and services.
  • Ensure client satisfaction through proactive communication, issue resolution, and regular check-ins.
  • Lead Quarterly Business Reviews (QBRs) and produce account health summaries.
  • Coordinate client feedback, testimonials, and case studies in partnership with marketing.
• Coordinating & Escalation
• • Intake and triage new client requests, routing them to the appropriate Product & Client Solutions Lead.
  • Monitor open work and escalations, ensuring timely responses and transparent updates.
  • Track client activity and communications in the CRM and ensure internal visibility for all stakeholders.
  • Maintain awareness of dependencies, delivery status, and upcoming changes across all streams impacting the client.
• Growth & Retention
• • Partner with the Business Development Manager (BDM) to identify upsell and cross-sell opportunities.
  • Support renewal and expansion discussions with a focus on long-term client value.
  • Contribute to account planning sessions to align business goals with AI2IO’s evolving offerings.
  • Advocate for client interests while balancing operational efficiency and sustainability.
• Internal Collaboration
• • Build strong working relationships with Product & Client Solutions Leads to ensure consistent client experience.
  • Participate in internal reviews to share client insights, risks, and opportunities.
  • Actively contribute to the continuous improvement of client engagement processes and tools.
• Performs Other Related Duties as Assigned

Position Requirements

• Familiarity with technical delivery environments (software, automation, or M365 ecosystem preferred).
• Strong interpersonal and communication skills; adept at balancing client empathy with business realism.
• Excellent organizational and coordination skills in multi-team, multi-project settings.
• Competence with CRM systems and client reporting tools (e.g., HubSpot, Dynamics, Power BI).
• Ability to synthesize client needs and communicate them effectively to technical and non-technical stakeholders.
• Proven track record of driving retention and satisfaction in a multi-stakeholder environment.
• Familiarity with AI tools, Power Platform, or BIM/Revit ecosystems.
• Experience working in self-managed or Agile environments.
• Relationship-oriented with strong emotional intelligence and diplomacy.
• Systems thinker able to navigate a flat, cross-functional structure.
• Calm, pragmatic, and professional under pressure.
• Proactive communicator who anticipates client needs before they escalate.
• Continuous learner with curiosity about technology and process improvement.
• Comfortable with ambiguity and self-management — thrives without rigid hierarchy.

What Success Looks Like

• Clients rate their relationship and experience with AI2IO as “excellent” in satisfaction surveys.
• Client renewals and expansions occur predictably and without surprise.
• Escalations are handled swiftly, transparently, and with positive outcomes.
• The CSM maintains up-to-date, accurate account information and activity logs.
• Client requests move smoothly between the CSM and the appropriate delivery teams, without bottlenecks.
• The CSM is recognized internally as a strategic, trusted voice for client experience and retention.

Travel / Relocation Requirements

• Up to 5%, this may include travel to any or all 50 US states
• Travel is defined as physically leaving home on behalf of business activities including but not limited to client sites, meetings with other employees, meetings for business development purposes, running errands on behalf of the business, attending industry conferences, etc.

Education/Experience

• Bachelor’s degree in Business, Communications, or related field.
• 5+ years in account management, client success, or relationship management — ideally in a technology, consulting, or SaaS organization .
• Background in technology consulting, managed services, or enterprise software.

Benefits

AI2IO offers a very competitive benefits package; highlights include

• Choice of comprehensive medical plans (including two PPO-style plans and a HDHP w/ HSA option)
• Flex spending accounts (FSA)
• Dental and vision plans
• Comprehensive medical, dental and vision benefits extended to spouse / domestic partner and dependent children up to age 26
• 401k with company match and self-directed brokerage account option
• PTO including additional paid time off during the last week of the year
• Company paid life insurance coverage for employees and their eligible dependents
• Short and long-term disability, AD&D coverage
• Professional development opportunities, tuition reimbursement and professional licensing assistance
• Paid parental leave after one year of employment

AI2IO is an EEO/Affirmative Action Employer and participates in the E-Verify program with the Department of Homeland Security. We encourage diversity in our workforce.

Are you ready to challenge yourself and redefine standards in the AEC industry? Apply now and join our award-winning team!​

​NOTICE TO THIRD PARTY AGENCIES:

AI2IO does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to AI2IO in the absence of a signed Service Agreement where AI2IO has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of AI2IO and AI2IO will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.