Customer Success Manager - SF

Relevance AI Pty Ltd

Job Overview

Location

San Francisco, United States

Job Type

Full-time

Full Job Description

📋 Description

• Own a portfolio of enterprise customer accounts post-implementation, maintaining strong relationships with day-to-day champions and executive business sponsors.
• Drive customer health, adoption, retention, and expansion by identifying high-impact opportunities for new use cases on Relevance AI’s agentic platform.
• Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
• Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
• Lead clear, professional communication with customers, including regular updates, proactive account management, and high-quality discovery conversations.
• Contribute to core post-sales outcomes, with success measured primarily through NRR/NDR performance.
• Act as the primary advocate for enterprise and strategic partners after deployment, ensuring they transform their business using Relevance AI’s platform.
• Help customers realize the "art of the possible" by guiding them toward ongoing value and expanded agentic automation across their organizations.
• Take full ownership of customer accounts following implementation, serving as the strategic lead while collaborating with Solutions Architects to navigate technical complexities.
• Cultivate deep-rooted relationships with champions and C-suite stakeholders, identifying impactful new use cases and leading AI transformation roadmaps with authority.
• Combine strategic account management with rigorous discovery to turn account ambiguity into clear, prioritized paths to ROI across a sophisticated book of business.
• Engage VP-level and senior stakeholders in complex enterprise environments to drive adoption and expansion.
• Maintain product fluency and quickly become conversant in the technical platform without being the primary technical builder.
• Work cross-functionally with post-sales, sales, and technical teams in a fast-moving environment to align on customer success outcomes.
• Contribute to shaping the company’s future by participating in culture-building, process design, and benefit development as an early team member.

🎯 Requirements

• 3+ years of experience in customer success, account management, or a related post-sales role, with experience supporting B2B SaaS customers.
• Experience working with enterprise or complex customers, including engaging VP-level and senior stakeholders.
• Strong relationship-building skills with the ability to establish trust, communicate with polish, and act as a credible advisor over time.
• Excellent discovery and consultative communication skills, including the confidence to ask thoughtful, challenging questions and navigate complex conversations.
• Strategic mindset with the ability to manage a portfolio of approximately 15-20 accounts, assess customer health, and prioritize actions that drive retention and expansion.
• Strong AI literacy and the ability to speak credibly about AI transformation with enterprise customers.

🏖️ Benefits

• ESOP – Employee Stock Ownership Plan so you can grow with the company
• AI Productivity Benefit – Get up to $1200 USD/year to spend on AI tools, courses, and learning resources that help you work smarter and grow your skills
• Parental Leave – 12 weeks of paid parental leave for all eligible new parents, and an additional 6 weeks for the birthing parent
• Milestone Merch – Celebrate work anniversaries with customised Relevance AI swag
• Food, Drinks & Community – Free breakfasts, healthy snacks, fully stocked fridge of drinks, team lunches every Thursday and Friday, Uber Eats dinners, and regular catered office meals
• Quarterly Team Events – Build stronger connections through fun, meaningful team bonding experiences every quarter

Skills & Technologies

Hybrid

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Relevance AI Pty Ltd

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About Relevance AI Pty Ltd

Relevance AI offers a low-code platform that lets teams build, deploy and manage AI agents and workflows at scale, integrating vector search, embeddings and LLM tooling into existing data stacks without heavy infrastructure work.

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