[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 support customer adoption and sustained operations for its AI-powered products. The role partners with customers and regional Customer Success teams on onboarding, enablement, adoption health, escalations, and measurable AI value realization.

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), ideally within manufacturing, supply chain, or enterprise SaaS environments
• 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 work, primarily from home

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