Lead and develop a team of CSMs supporting innovative, AI-enabled products, setting clear performance expectations tied to customer outcomes, adoption, retention, and growth
Build AI literacy across the team and customer base, helping customers understand, trust, and confidently adopt AI capabilities
Own post-go-live success across your portfolio, including customer health, value delivery, renewal readiness, and risk management
Design, test, and operationalize playbooks, engagement models, and success motions tailored to AI-enabled solutions, and scale what works across the broader Customer Success organization
Lead executive-level conversations and Executive Business Reviews focused on business outcomes, return on investment, and responsible AI adoption
Develop customer advocacy and reference stories, including case studies that highlight measurable AI-driven impact
Partner cross-departmentally with Customer Success, Sales, Product, Support, Operations, and Digital programs teams to align on customer strategies and drive coordinated execution
Help evolve the Customer Success operating model for new and emerging use cases

8+ years of experience in Customer Success, Consulting, Strategy, or related roles in complex environments
5+ years of people leadership experience, including developing high-performing teams
Candidate must bring a strong domain expertise in Contract Lifecycle Management (CLM), with experience in modern CLM platforms
Experience designing, implementing, or optimizing end-to-end contract workflows (intake, drafting, negotiation, approvals, signature, and renewal/obligation management)

Senior Manager, Customer Success – Specialized Products

Key skills