AI Customer Success Manager

Summary

We're seeking an AI Customer Success Manager to serve as the primary advocate for our AI CTRL clients, ensuring they achieve measurable business outcomes and long-term value from their AI investments. You'll guide customers through onboarding, adoption, and expansion while helping them integrate AI solutions into their workflows

Key Responsibilities

Customer Success (80% Focus)

• Lead client workshops, training sessions, and ongoing education as the primary post-onboarding contact
• Drive adoption by identifying new use cases and workflows for AI integration across departments
• Monitor engagement metrics and proactively implement strategies to increase utilization and satisfaction
• Champion client needs internally to ensure solutions deliver measurable business value

Partner Enablement (20% Focus)

• Train and support partners and trusted advisors on positioning AI CTRL effectively
• Host webinars and events to increase partner engagement and awareness
• Act as liaison between partners and internal teams to resolve client issues

Performance Metrics

Your success will be measured by:

• Customer KPIs (Primary) : adoption rates, usage growth, incremental revenue per client, and satisfaction (NPS/feedback).
• Partner KPIs (Secondary) : qualified leads, prospect meetings, sales revenue, joint initiatives, and incentive program outcomes.
• Expansion Metrics: number of new departments, workflows, and partners engaged in driving AI CTRL adoption.

Qualifications:

• Experience: 3–5 years in customer success, account management, or related SaaS/technology roles. Proven track record driving adoption, growth, and retention. Experience with AI, cloud solutions, or enterprise software strongly preferred

• Skills: Strong communication abilities with talent for translating technical concepts into business outcomes. Consultative, customer-first mindset with relationship-building expertise. Analytical and data-driven approach to identifying trends and opportunities. Ability to manage multiple priorities in fast-paced environments

• Education: Bachelor's degree in Business, IT, Computer Science, or related field (or equivalent experience)

Location : Cleveland, Ohio office. On-site role, regional travel may be required.

Salary for this position will be based on your experience and your skills. Estimated salary range is $100,000 to $125,000 annually.

WORKING FOR EXPEDIENT
We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.

For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.

We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.

Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.