Customer Success Manager

About the role

This role sits at the intersection of customer success, lifecycle strategy, and product innovation. You will own executive and day-to-day customer relationships, help customers achieve measurable business outcomes and ROI, drive adoption of AI-powered decisioning across lifecycle programs, influence product direction through direct customer feedback, and identify opportunities for expansion, renewals, and long-term growth.

Responsibilities

• Serve as the primary point of contact for a portfolio of enterprise customers
• Build trusted relationships with lifecycle, CRM, growth, and product marketing leaders
• Lead business reviews, strategic planning sessions, and executive stakeholder conversations
• Ensure customers achieve their desired outcomes and realize measurable value from JustAI
• Develop success plans aligned to customer business goals
• Monitor performance, adoption, and health across accounts
• Identify opportunities to improve campaign performance, engagement, retention, and revenue
• Proactively address risks before they impact customer outcomes
• Advise customers on activation, engagement, retention, and monetization strategies
• Help identify high-impact lifecycle opportunities across email, push, in-app, SMS, and other channels
• Share best practices and strategic recommendations informed by cross-customer learnings
• Help customers evolve from campaign-centric execution to continuous optimization
• Guide customers in implementing and scaling JustAI across use cases
• Help teams operationalize experimentation, personalization, and AI decisioning
• Train customers on new features and emerging AI capabilities
• Champion innovative approaches that go beyond traditional lifecycle playbooks
• Identify opportunities to expand into new teams, channels, and business units
• Partner with Sales on renewals, upsells, and strategic account growth
• Build champions and executive sponsors within customer organizations
• Ensure customers view JustAI as a long-term strategic partner
• Collect and synthesize customer feedback
• Partner closely with Product and Engineering to improve the platform
• Advocate for customer needs and influence roadmap priorities
• Help define best practices for AI-powered lifecycle marketing
• Learn the JustAI platform, customer workflows, and lifecycle marketing methodology
• Shadow customer calls and business reviews
• Develop a deep understanding of customer goals, use cases, and success metrics
• Become a trusted advisor to customers
• Drive measurable customer outcomes and ROI
• Successfully manage renewals and expansion conversations
• Contribute customer insights that influence product development

Requirements

• 3–8 years in Customer Success, Lifecycle Marketing, CRM, Growth, Consulting, or related roles
• Experience managing enterprise customer relationships
• Strong understanding of lifecycle marketing and customer engagement strategies
• Experience working with B2C products and high-scale customer journeys
• Excellent communication and stakeholder management skills
• Ability to translate business goals into actionable strategies
• Comfortable analyzing data and communicating insights
• Strong project management and organizational skills
• Ability to navigate both strategic and technical conversations
• Customer-obsessed and outcome-oriented
• Curious about AI and excited by emerging technologies
• Proactive, resourceful, and highly accountable
• Comfortable operating in ambiguity and fast-moving environments
• Focused on delivering measurable business impact, not just completing tasks

Qualifications

Not specified

Skills

• Strong understanding of lifecycle marketing and customer engagement strategies
• Experience working with B2C products and high-scale customer journeys
• Excellent communication and stakeholder management skills
• Ability to translate business goals into actionable strategies
• Comfortable analyzing data and communicating insights
• Strong project management and organizational skills
• Ability to navigate both strategic and technical conversations
• Customer-obsessed and outcome-oriented
• Curious about AI and excited by emerging technologies
• Proactive, resourceful, and highly accountable
• Comfortable operating in ambiguity and fast-moving environments
• Focused on delivering measurable business impact, not just completing tasks

Benefits

Not specified

Pay

$90K - $150K

Schedule

Full-time