Senior Customer Success Manager

About The Job

We’re looking for a passionate and experienced Senior Customer Success Manager to manage and expand relationships with Ask-AI's customers, ensuring they derive maximum value from our platform.

The ideal candidate will have strong relationship management skills, a strategic mindset, and experience in customer success within a fast-paced SaaS environment. You will work closely with cross-functional teams, including Sales, Product, and Support, to ensure a seamless and impactful customer experience.

About Ask-AI

Ask-AI is an Enterprise AI platform designed to transform how organizations equip their employees and serve their customers. Ask-AI provides a single platform that allows companies to connect a variety of knowledge sources (Docs, Comms, Tickets, KBs, etc.) and build out an array of use cases using generative AI (Employee Assistant, Customer Self-Service, Voice of Customer, Account Analysis, Knowledge Base, AI Apps, etc.).

By leveraging Ask-AI, enterprise teams are able to set a foundational AI strategy that satisfies use cases across multiple departments, avoids tool sprawl, and helps consolidate their tech stack.

Ask-AI is a Series A company that has found significant traction growing 3X YoY, a 97% GRR, and a 75% WAU:MAU ratio (similar to Slack).

Founded by Alon Talmor, a PhD in AI/NLP and a former Chief Data Scientist at Salesforce, the company is supported by a team of leading NLP PhDs and Professors and has offices in Toronto and Tel Aviv, positioning it for continued growth.

About The Role

As a Customer Success Manager, you will be responsible for ensuring our enterprise customers achieve their business goals with Ask-AI, leading to strong adoption, retention, and expansion. You will act as a strategic advisor to customers, helping them maximize their investment in Ask-AI's platform.

Areas of Focus

• Own and manage relationships with Ask-AI’s customers, ensuring high satisfaction and retention.
• Develop and execute strategic account plans to drive adoption, expansion, and renewals.
• Serve as the primary point of contact for key stakeholders, helping them achieve their business objectives with Ask-AI.
• Partner with Sales to identify and capitalize on expansion opportunities within existing accounts.
• Proactively identify customer challenges and collaborate with internal teams to address them.
• Drive product adoption by educating customers on best practices and new features.
• Track key success metrics such as NRR, customer health scores, and product usage to optimize engagement strategies.
• Advocate for customers internally, providing feedback to Product and Engineering to influence roadmap decisions.
  
  

• 3+ years of experience in customer success, account management, or a related role in a SaaS environment.
• Proven track record of driving customer retention, expansion, and advocacy.
• Strong ability to manage enterprise and mid-market customer relationships.
• Excellent communication and interpersonal skills, with a consultative and strategic mindset.
• Experience working cross-functionally with Sales, Product, and Support teams.
• Technical orientation with the ability to understand and explain technical concepts, API integrations, and data flows.
• Comfortable troubleshooting customer issues and working closely with engineering and support teams to resolve them.
• Familiarity with AI, NLP, or enterprise SaaS solutions is a plus.
• Passion for AI technology and its impact on business transformation.
• Advantage - collaborating with North American customers.