Customer Success Manager

You probably remember the best customer journey you’ve ever experienced, and the worst one too. But why is that? What can businesses do to keep you engaged, solve your problems, and make your life easier and more beautiful, not just in one moment, but across every interaction?

“The entire customer journey. One platform”

People move between channels, platforms, apps and physical locations without thinking about it. Wherever your journey starts and wherever it continues, our goal is simple and ambitious: “Enable growing businesses to serve, sell, interact and engage through one Global AI Powered Customer Engagement Platform. We connect conversations, customer data and payments with AI Agents, so that businesses all over the world can grow faster, together.

All our services are fully integrated within our unique business structure, consisting of four business units: Connect, Pay, Live, and Engage.

Now, we’re looking for a Customer Success Manager to join the Customer Success team of Engage to help us drive succes for our most important clients!

What you will do

We are building the ultimate Global AI-Powered Customer Engagement Platform that lets businesses connect with customers, automate work, and handle every interaction through one reliable, user-friendly platform. That is our mission for 2026.

As a Customer Success Manager in our Engage team, you’ll play a key role in guiding clients through their AI-driven business transformation. You’ll not only nurture relationships and ensure excellent service but also act as a trusted advisor, helping clients leverage CM.com’s AI-powered solutions to achieve their strategic goals. With your expertise in our AI products, you’ll empower clients to unlock the full potential of their transformation journey.

You’ll be the go-to expert for CM.com’s AI Marketing Cloud, AI Customer Service Cloud, Conversational AI Cloud, and HALO (Agentic AI) solutions. These cutting-edge tools enable businesses to optimize their marketing, customer service, and conversational AI strategies, driving measurable success. Your mission is to ensure these solutions are implemented effectively, running smoothly, and delivering maximum value for our clients.

In your first 12 months, you will:

• Provide service in AI-driven transformations by collaborating with clients on a strategic level. You’ll engage in meaningful discussions about their business transformation and demonstrate how CM.com’s AI solutions (such as AI Marketing Cloud, AI Customer Service Cloud, Conversational AI Cloud, and HALO) can support their goals and drive success.

• Build strong relationships as the primary point of contact for your clients. You’ll foster trust, establish long-term collaboration, and position yourself as a reliable advisor in their AI and Customer Engagement journey.

• Drive client success by proactively ensuring clients achieve measurable results with our AI products. You’ll help them unlock the full potential of these solutions and maximize their value.

• Develop tailored account plans to strategically manage your portfolio. You’ll focus on retention, satisfaction, and growth, ensuring each client’s needs are met and exceeded.

• Optimize product performance by ensuring CM.com’s AI solutions are implemented effectively and running at their best. You’ll work closely with clients to ensure seamless integration and ongoing success.

• Solve challenges with a solution-oriented mindset. You’ll collaborate with internal teams to address client issues and deliver impactful resolutions.

• Monitor key metrics such as client satisfaction, product adoption, and account performance. You’ll track progress and ensure long-term success for both the client and CM.com.

You’ll work closely with a dynamic and collaborative team, including your team lead, direct colleagues, and departments such as Sales, Product, and Support. Together, you’ll tackle challenges, celebrate wins, and create meaningful impact for our clients.

That’s why you ideally have

• Academic level of thinking and reasoning

• Several years of experience in a Customer Success, Account Manager, or similar role within the SaaS or tech industry

• Experience in working with and having knowledge of AI products

• A genuine passion for how businesses can use AI to optimize their pro