AI Customer Success Manager

The Customer Success Manager (CSM) serves as the primary engagement lead for business line teams navigating AI. This role ensures a clear, consistent, and high‑quality experience from early idea shaping through post‑production adoption and value realization.

Unlike traditional customer success roles, the AI CoE CSM does not own solution delivery. Instead, the CSM focuses on intake readiness, process navigation, stakeholder alignment, and sustained adoption of AI capabilities, acting as the connective tissue across Product, Enablement, Strategy, and business teams.

The CSM operates at the use case and team level (one layer below executive sponsors), helping teams move forward with clarity, momentum, and accountability.

Core Responsibilities

1. Intake Readiness & Early Engagement

• Partner with business teams to shape AI ideas before formal intake

• Ensure requests are clear, complete, and aligned to business priorities before submission

• Educate teams on approval requirements (AI Champion, Business Line Approver, etc.)

• Help determine when a use case is ready vs. still forming

2. Navigation & Process Orchestration

• Serve as the single front door to the AI CoE for assigned business lines

• Guide use cases through triage, early review, and decisioning stages

• Proactively identify and resolve stalls, gaps, or unclear ownership

• Keep stakeholders informed until a clear outcome is reached (approved, refine, or not a fit)

3. Stakeholder Coordination & Experience

• Build strong relationships with business line teams, AI Champions, and execution partners

• Act as a connector—routing teams to Product, Enablement, or Strategy as needed

• Ensure stakeholders are supported, informed, and not left without follow-up

• Maintain a high-touch, responsive engagement model

4. Post-Launch Adoption & Value Realization

• Re-engage with teams once solutions are live to confirm:

  • Adoption and usage

  • Usability and effectiveness

  • Alignment to expected outcomes

• Identify:

  • What is working well and should be scaled

  • Where additional support or iteration is needed

• Feed insights back to Product and Enablement to improve solutions

5. Ongoing Value Enablement & Change Management

• Socialize reusable AI capabilities to reduce duplicate effort across teams

• Share lightweight updates on delivered use cases and outcomes

• Support AI-specific change management to drive adoption within business workflows

• Help teams continuously improve how they leverage AI solutions

Preferred Skills:

• Strong ambiguity navigation and process leadership

• Ability to operate without formal authority across complex stakeholder groups

• Deep consultative engagement skills (shaping problems, not just responding)

• Experience driving adoption and change within large organizations

• Clear communication with both technical and non-technical stakeholders

• Ability to identify patterns and drive continuous improvement

**The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.**