AI Customer Success

About the role

You will be both a strategic advisor and hands-on operator, ensuring our university partners realize transformative value from AI. You'll own the partnership once from the point we initially land —driving product adoption, demonstrating measurable ROI, and uncovering new use cases across the institution.

Responsibilities

• Drive Partner Value & ROI: Ensure partners are seeing measurable impact from our platform. Build compelling ROI narratives, identify when value isn't being realized, and proactively address gaps.
• Uncover New Use Cases: Conduct deep discovery into institutional processes, identify opportunities for AI across departments, and work with Forward Deployed Engineers to scope and deliver new solutions.
• Build Trusted Advisor Relationships: Engage with C-level and departmental leaders across universities, becoming their go-to thought partner on AI strategy and digital transformation.
• Drive Multi-Stakeholder Alignment: Navigate complex institutional environments, building consensus among diverse stakeholders and inspiring urgency for expanded adoption.
• Collaborate Cross-Functionally: Partner with product, engineering, and operations teams to ensure successful delivery and surface partner feedback that shapes our roadmap.
• Ensure Product Adoption & Health: Monitor usage patterns, troubleshoot issues quickly, and identify at-risk partners before problems escalate.
• Provide Market Insight: Share customer feedback and industry trends with leadership and product teams to shape future strategy and innovation.

Requirements

6–10+ years of experience in management consulting, customer success, or strategic account management, with a track record of driving measurable outcomes for enterprise customers.

Deep consultative skills: proven ability to uncover institutional pain points and architect solutions that deliver real value.

Strong executive presence and communication skills, capable of engaging university leadership with credibility and influence.

Entrepreneurial and high agency mindset with the ability to thrive in fast-moving, high-growth environments.

Collaborative operator who partners seamlessly across teams and builds trust with internal and external stakeholders.

Qualifications

Preferred Qualifications

• Experience in B2B SaaS, AI / ML Solutions, or Management Consulting.
• An interest in higher education is a plus.
• Background in Customer Success, Solution Engineering, Management Consulting, or other consultative client-facing roles.
• Ability to balance strategic thinking with strong execution, from C-suite conversations down to operational details.