[Remote] Sr. AI Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. QAD is hiring a Senior AI Customer Success Manager to drive customer adoption, trust, and ongoing value from its AI platform. The role supports onboarding and enablement, monitors adoption and relationship health, collaborates across product and technical teams, and helps customers recover from adoption challenges and realize strategic value.

Responsibilities

• AI Coaching: Deliver human enablement, teaching users best practices for AI value realization, including workflow configuration and effective prompt engineering
• Data Contextualization: Assist clients in configuring the AI to properly reflect their specific industry, data schemas, and domain terminology
• Product Feedback: Act as the voice of the customer, capturing user friction points to directly influence the product roadmap
• Technical Escalations: Partner with Solutions Engineers and Support to quickly resolve complex technical issues or data anomalies
• Playbook Development: Document successful implementation patterns to scale best practices across the CS organization
• Customer Onboarding: Monitor PS-led implementation projects for AI-powered products across the region as go-live milestones approach. Support CSMs and customers through technical onboarding processes to minimize friction points at this critical stage
• Customer Enablement: Post Go-Live, design and deliver end-user training, tactical playbooks, customer office hours, and workflow integration sessions for regional CS teams and end-users
• Phase Handoff to CS: Consume handoff briefs to understand customer nuances, edge cases, and field reality before taking operational ownership
• Early Escalation: Identify and escalate launches falling below baseline metrics to prevent sustained adoption failure
• Monitor Adoption Metrics: Develop deep expertise in available AI product metrics. Work with Agent Ops if the customer, the CSM and/or the Agent Ops team identifies issues with agent behavior
• Ongoing Relationship & Usage Health: Partner with Regional Customer Success Managers (CSMs) to maintain continuous usage and relationship health across established enterprise accounts
• In-Product & Operational Enablement: Continuously provide end-user guidance, tips, and workflow optimization to ensure long-term retention
• Field Signal Feedback: Capture ongoing customer feedback and usage signals, feeding them back to Product Operations and Engr to continuously improve the core platform
• Capacity Reinvestment Coaching: Partner with customer executive sponsors and operational leaders to track capacity freed by AI agents (e.g., 10,000+ hours annually across buying and AP teams) and establish structured workflows for reinvesting time into strategic projects
• Behavioral & Process Mindset Shift: Guide customer teams away from manual, reactive tasks (e.g., chasing past-due POs, re-keying ERP data, manual quote entry) toward proactive, exception-based decision making and strategic supplier/customer management
• Ownership: Lead the recovery strategy when adoption drops driven by enablement challenges like low AI trust or training gaps
• Identify Root Causes: Work with Product and Engineering to analyze user feedback, performance scores, and usage data to figure out why adoption dropped
• Execution & Measurement: Roll out tailored training, workflow updates, and change management initiatives, measuring success at the 30-day checkpoint

Skills

• Solid understanding of strategic sourcing, Sales Ops, supply chain risk management, inventory optimization, and shop-floor/back-office productivity levers
• Solid understanding of artificial intelligence concepts, large language models (LLMs), or data analytics infrastructure
• Ability to interpret data trends, run basic data queries (e.g., SQL, Excel), and build clear reporting frameworks
• Highly capable of mastering a rapidly evolving, technical product ecosystem
• Knowledge of CRM Software & CS Platform
• Exceptional presentation skills to translate dense technical AI processes into clear business value
• High adaptability to navigate shifting requirements in a fast-paced, high-growth startup environment
• Natural ability to build deep customer trust and diffuse escalations empathetically
• 5+ years in customer-facing or operational roles (e.g., Customer Success, Technical Account Management, Management Consulting, or Operations)
• Practical experience with manufacturing/supply chain workflows (e.g., sourcing, AP/procurement, inventory management, Sales Ops) alongside exposure to enterprise AI/ML platforms, developer tools, or business process automation
• Bachelor's degree in Business, Computer Science, Data Analytics, or a related field (or equivalent practical experience)

Benefits

• Virtual first company; your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required.
• Remote with up to 25% Regional Travel

Company Overview