Sr. Customer Success Manager

People.ai is an AI-powered foundational data platform that helps customers unlock go-to-market success & growth by providing teams with solutions built specifically for their needs. Providing enhanced pipeline visibility, more actionable insights, and a single source of truth for all sales activities. People.ai’s unique dataset, consisting of trillions of sales activities, millions of deals, 160 million business contacts, and 69 approved patents related to AI-based business insights, sets the company apart. Companies such as Verizon, IBM Red Hat, Snowflake, Zoom, and Palo Alto Networks rely on their enterprise-ready, patented AI technology.

At People.ai, we believe that people enrich the world around them in countless ways. We believe that the more time they spend applying their creativity, resourcefulness, and critical thinking to activities that matter most in their professional life, the more effective a professional they become. Our team is a diverse, outspoken group of creatives and critical thinkers, hyper-focused on driving change and growth. We embrace different. We applaud non-traditional career paths. We're inspired by people who have made processes their own.

The Customer Success Manager (CSM) for Enterprise & Mid-Market customers at People.ai serves as a trusted advisor to customer leadership in Sales, Marketing, and Operations. The CSM is responsible for driving account planning, building and delivering success plans, and executing the customer engagement playbook. They will accelerate customer adoption and expansion by achieving critical milestones and identifying expansion opportunities. The CSM will deliver measurable customer outcomes by ensuring effective solution delivery and providing strategic recommendations. They will also develop champions within customer organizations and build collaborative GTM partnerships with internal teams. Success in this role is measured by maintaining high gross retention and customer health scores, driving engagement and value realization, building champions, optimizing handoffs and collaboration, and supporting product feedback and innovation.

Responsibilities:

• Build and maintain strong relationships with customer leadership in Sales, Marketing, and Operations, acting as a trusted advisor.
• Develop and execute account plans to drive customer success and achieve desired business outcomes.
• Accelerate customer adoption and expansion by identifying opportunities and providing strategic recommendations.
• Collaborate with internal teams (Sales, Delivery, Product, Engineering) to ensure smooth handoffs and continued value delivery.
• Deliver measurable results, including high gross retention rates, customer health scores, and expansion within accounts.

Requirements:

• Proven experience in customer success management, preferably with enterprise and/or mid-market accounts.
• Strong track record of building and maintaining relationships with customer leadership in Sales, Marketing, and Operations.
• Experience in driving account planning, executing customer engagement strategies, and delivering measurable outcomes.
• Ability to identify and influence expansion opportunities within existing accounts.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively with internal teams.