Customer Success Manager

You are responsible for creating a “white glove experience” for our customers. 

As a Customer Success Manager at Super.AI, you’ll be the driving force behind delivering a world-class, white-glove experience to our customers. Our powerful AI-driven platform simplifies and accelerates the automation of paper-heavy business processes. Your mission is to guide customers through their entire journey—from onboarding and implementation to full value realization—ensuring their success every step of the way.

You’ll play a hands-on, cross-functional role: onboarding and training new users, providing ongoing support, driving renewals and expansion, and building scalable processes that turn happy customers into loyal advocates. This is a high-impact, high-visibility position ideal for someone who thrives in a fast-paced, startup environment and loves solving real problems for real users.

Responsibilities 

• Own the customer journey from onboarding to renewal, delivering consistent, high-quality experiences at scale

• Develop scalable playbooks, processes, and listening mechanisms across the customer lifecycle (e.g., usage, feedback, satisfaction)

• Collaborate with Sales, Product, and Marketing to align perceived and actual customer value

• Define, measure, and drive critical success metrics like Gross Revenue Retention and Net Dollar Retention

• Build and standardize customer success processes, templates, and touchpoints

• Identify and act on opportunities for continuous improvement and customer delight

• Contribute to evolving our customer success team structure and best practices
  

You’ll be happy with this job if you

• Are relentlessly customer-obsessed and will do anything (legal) to make them successful

• Are a resourceful problem-solver (MacGyver) who can adapt quickly and wear many hats

• Communicate clearly and empathetically, with strong listening and persuasion skills

• Have a technical mindset and can translate product capabilities into business value

• Are a strategic thinker who can develop and execute a plan

• Are data-driven, organized, and can move quickly from hypothesis to action

• Excel in high-autonomy environments with minimal structure and lots of ambiguity

• Love owning big outcomes and aren't afraid to break down barriers to get things done
  

You won’t be happy with this job if you

• Prefer a single clearly defined role, and aren’t willing to wear many hats to make the customer happy 

• Find rapid multitasking and ambiguity overwhelming

• Do not like to have fun

You are the ideal candidate if you have

• 3–5 years of experience in Customer Success, Account Management, or a similar client-facing role, ideally in B2B SaaS or enterprise software

• Experience managing post-sales customer relationships across the full lifecycle—from onboarding and adoption to renewal and expansion

• Strong understanding of enterprise software deployment models, particularly AI/ML, workflow automation, or intelligent document processing

• Proven ability to manage multiple customer accounts simultaneously with a focus on delivering measurable value

• Excellent verbal and written communication skills; comfortable engaging both technical stakeholders and business executives

• Familiarity with customer success platforms (e.g., Gainsight, Totango, Catalyst) and CRM tools (e.g., Salesforce, HubSpot)

• Data-driven mindset with the ability to analyze product usage and customer health to inform action

• Experience collaborating cross-functionally with Product, Sales, and Support teams

• Bonus: Experience with APIs, OCR technologies, LLMs, or working with human-in-the-loop platforms

• Bonus #2: You know who MacGyver is