Customer Success Manager

Our mission

Super.AI is a cutting-edge platform transforming how enterprises manage complex, document-centric workflows through Intelligent Document Processing (IDP). By combining advanced AI models—including LLMs and OCR—with a scalable human-in-the-loop system, Super.AI delivers guaranteed outcomes across quality, speed, and cost. Trusted by leading organizations in financial services, insurance, logistics, and testing and certification, the platform helps clients reduce manual effort, minimize errors, accelerate decision-making, and unlock substantial cost savings. At Super.AI, we foster a fast-paced, innovative, and collaborative culture where curiosity is encouraged, ideas are celebrated, and everyone has the opportunity to make a real impact. It’s a fun and rewarding environment where ambitious people thrive and grow.

Your profile

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,