Job Description

Customer Success Manager
Key Responsibilities

• Champion Customer Value by ensuring AI solutions drive meaningful business impact for IT & Tech leaders
• Strategic Orchestration: Develop scalable processes that turn customers into advocates through onboarding excellence and adoption frameworks
• Visionary Advocacy: Anticipate customer needs and create success programs that unlock user value
• Collaborative Bridge-Builder: Synthesize customer feedback, collaborate with internal teams, and represent the customer voice in all aspects
• Constant Innovator: Stay ahead of customer success trends, experiment with new models, and contribute to Trmeric's leadership in customer experience
• Lead and manage the customer success team and drive continuous improvement in customer satisfaction metrics

Required Qualifications

• Bachelor's degree in Business, Computer Science, or related field
• Proven 5+ years in customer success roles, preferably in B2B SaaS or AI/ML companies
• Experience in B2B marketplaces or partner management is a plus
• Strong knowledge in success metrics, health scoring, and value measurement methodologies
• Implement and execute customer onboarding, adoption, and expansion strategies effectively
• Translate technical concepts into business value for executive audiences confidently
• Understand AI/ML technologies and their business applications
• Deep expertise in customer journey mapping and critical touchpoints
• Excellent communication, presentation, and relationship-building skills
• Manage multiple customer priorities efficiently and drive impactful AI adoption contributions

Technical Skills & Experience

• Proficiency in B2B customer success methodologies
• Experience in strategic account management and customer journey mapping
• Expertise in relationship management and driving value realization
• Ability to identify and resolve customer issues effectively
• Familiarity with SaaS platforms and AI solutions
• Skilled in proactive engagement models and creating success strategies

Preferred Qualifications

• Prior experience in B2B marketing and demand generation
• Knowledge of AI adoption landscape trends
• Understanding of onboarding best practices and customer success innovations
• Certifications in customer success or related fields
• Experience in leading cross-functional teams
• Track record of driving revenue growth through customer-centric approaches

Skills Required