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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, with a focus on building playbooks, nurturing customer relationships, and engaging senior stakeholders. Proven ability to manage a significant book of business while driving customer retention and growth in an AI or SaaS environment.
Highest-signal resume keywords
Customer Success ManagementStakeholder EngagementPlaybook DevelopmentProblem-Solving SkillsAccount Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Relationship ManagementPortfolio ManagementAccount Growth StrategiesCustomer Feedback AnalysisAutomation Development
Soft Skills
CoachingCommunicationInterpersonal SkillsAdaptabilityConfidence
Industry Keywords
AISaaSCustomer TouchpointsSenior StakeholdersEarly-Stage Environment
About the role
Key responsibilities & impact- Build playbooks, automations and customer touchpoints that help customers succeed
- Identify moments where personal involvement creates the most customer impact
- Own an approximately $3M book of business
- Maintain strong portfolio health
- Retain, grow and expand customers
- Identify and nurture champions across key accounts
- Share customer feedback with Product and GTM teams
- Manage large and complex customers
- Coach junior Customer Success Managers
- Lead team initiatives
- Build face-to-face customer relationships
- Report to George Hughes, Head of Customer Success
Requirements
What you’ll need- Located in Massachusetts
- Long-term working rights in the US
- 3+ years of customer-facing experience at an AI or SaaS scale-up (Series A-D)
- Experience engaging senior stakeholders, including Director level and above, in credible, value-led conversations
- Confidence identifying and nurturing customer relationships across multiple accounts
- Strong discovery and problem-solving skills
- Comfortable working in an early-stage environment and building playbooks as the business evolves
- Comfortable travelling to meet customers in person
- Willingness to work outside a rigid 9-to-5 window to support East and West Coast customers
Benefits
Comp & perks- 20% annual bonus paid in 4 quarterly instalments based on performance targets
- Equity at IC4 level in the progression framework
- Choice-first work approach
- Fully remote work from Day One available, including near an office hub
- Office hubs in Boston and London
- No-office hubs in several European countries
- Flexible working arrangement
- Professional development and career progression opportunities
- Diversity, inclusion and belonging initiatives