Title: Customer Success Manager - SF Location: San Francisco, California Work Type: Hybrid Employment Type: Full-time Travel: No Department: S&M Job Description: About Us At Relevance AI, we’re building the home of the AI workforce. Our mission is simple: empower every team to delegate meaningful work to AI agents that think, act, and collaborate like experts. With Relevance AI, anyone can create and manage intelligent agents that handle workflows, decisions, and collaboration - all within one unified platform. Our technology already powers industry leaders such as Canva, Databricks, Confluent, Autodesk and Aveva, helping them scale excellence across operations, marketing, and sales. We’re backed by Bessemer Venture Partners and Insight Partners and raised our Series B in April 2025 to accelerate growth and push the boundaries of agentic automation. Headquartered in San Francisco, Barcelona and Sydney, we operate on a hybrid model and thrive on curiosity, collaboration, and execution - we move fast, think big, and win together. This year, we were proud to be named LinkedIn’s #1 Startup in Australia. If you want to define how the world works with AI, join us. The Role As a Customer Success Manager, you will be the primary advocate for a portfolio of enterprise and strategic partners post-deployment. Your mission is to ensure that each customer transforms their business with Relevance AI’s agentic platform. You will accomplish this by helping each customer realize the “art of the possible,” driving ongoing value and expanding agentic automation across their organizations. While you’ll be introduced at kickoff, you will take full ownership following implementation, acting as the strategic lead for that account while collaborating with Solutions Architects to navigate technical complexities. This role is the engine of retention, adoption, and expansion. You will cultivate deep-rooted relationships with champions and the C-suite, identifying impactful new use cases and leading AI transformation roadmaps with authority and earning the right to be a trusted advisor. You’ll thrive by combining strategic account management with rigorous discovery, turning account ambiguity into clear, prioritized paths to ROI across a sophisticated book of business. Your impact - 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 the 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. What We’re Looking For - 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. - Product fluency or the ability to quickly become conversant in a technical platform without needing to be the primary technical builder. - Collaborative approach and comfort working cross-functionally with post-sales, sales, and technical partners in a fast-moving environment. Why Join Us? - Work at the forefront of AI with a nimble team that is constantly pushing boundaries. We encourage and celebrate ideas that drive our mission forward. - We're guided by our five values: truth-seeking, be empathetic, put the customer first, iterate extremely fast, and build memories. - We’ve set high standards in our high-trust environment - we hire exceptional people to do great work. In return, we reward our people with competitive salaries, unparalleled professional growth and career-defining opportunities. - Relevance AI is well-funded by leading investors, including Insights Partners, Peak XV, King River Capital, Bessemer Venture Partners. - As an early team member, you’ll play a key role in shaping our future - including our culture, ways of working, and even the benefits we offer. We’re laying the foundations now, and your ideas can help define what comes next. 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 – We offer 12 weeks of paid parental leave for all eligible new parents, and an additional 6 weeks for the birthing parent - Milestone Merch – Celebrate your work anniversaries with customised Relevance AI swag - Food, Drinks & Community – Stay energised with free breakfasts, healthy snacks, and a fully stocked fridge of drinks. Enjoy team lunches provided every Thursday and Friday, plus Uber Eats dinners and regular catered office meals throughout the week. As the home of the AI workforce, we also host vibrant community events featuring thought leaders, industry partners, and the wider tech community. - Quarterly Team Events – Build stronger connections through fun, meaningful team bonding experiences every quarter

• Act as the first point of contact for potential claimants, managing inbound leads via phone, text, email and potentially other channels. • Conduct prompt and persistent outreach to new leads (within 5 minutes) using tools like Salesforce and ZenDesk, following established contact sequences (calls, texts, voicemails). • Clearly articulate Advocate's value proposition and answer frequently asked questions to build trust and encourage engagement. • Guide potential claimants through Advocate’s online Onboarding Flow, assisting them in providing necessary initial information and signing the representation contract. • Communicate with LTD customers for assistance reaching potential CLs and status updates. • Maintain accurate and timely records of all outreach activities, claimant interactions, and lead statuses within Salesforce. • Identify and appropriately handle leads who may not be eligible for services based on initial criteria. • Collaborate with the team to meet and exceed lead conversion goals. • Monitor Advocate’s Intake communication lines for new client calls and texts, responding appropriately.

• Develop and execute a unified strategy for Customer Success Operations, Enablement, and Services aligned with company goals for retention, adoption, and growth • Lead digital transformation initiatives across the customer lifecycle — leveraging AI, automation, and analytics to enhance both internal productivity and customer service delivery • Partner with the executive team to define CS OKRs and KPIs that link to enterprise outcomes • Develops and manages the CS Technology Roadmap, leading the selection, implementation, and integration of new technologies (e.g., RPA, predictive analytics, project management tools) • Oversee the strategy, delivery, and optimization of customer-facing enablement and fee-based service offerings — including Education and Training Services • Drive revenue growth and operational excellence across these functions through effective packaging, pricing, and digital delivery models • Champion digital enablement — introducing self-service learning platforms, AI-powered education, and predictive analytics for customer needs • Ensure all service offerings accelerate time-to-value, adoption, and measurable customer outcomes • Build and maintain the Customer Success technology roadmap (e.g., Salesforce, Gainsight, ChurnZero, analytics platforms) to ensure data integrity and automation • Establishes a robust framework for measuring and reporting CS performance, including key metrics like retention, churn rate, product adoption, CSM efficiency, and service revenue KPIs • Partner cross-functionally with Finance, Sales, Product, and IT to provide forecasting and planning insights that inform resource and coverage models • Lead process re-engineering and optimization efforts across CS workflows, from internal team enablement to customer onboarding/adoption journeys, to ensure maximum efficiency and scalability • Oversees the design and delivery of comprehensive internal enablement programs for the broader CS organization, including playbooks, training modules, and certification programs, with the objective to strengthen skills, readiness, and consistency across global teams • Build and maintain a centralized knowledge management system to ensure up-to-date, accessible, and scalable learning across all teams • Design, implement, and govern a streamlined Product Release Readiness process that ensures all Customer Success teams—including support, Implementation, training & services, and CSMs—are fully trained, equipped with updated knowledge assets, and certified on new products and services prior to launch • Foster a culture of learning, accountability, and customer-centric execution through continuous coaching and leadership development • Own P&L for Customer Enablement and Services functions, driving profitable growth through efficient resource utilization and scalable delivery models • Define and manage pricing and packaging strategies for professional services offerings, ensuring alignment with value delivered • Collaborate with Finance and CS leadership to forecast revenue, resource needs, and operational expenses across CS functions

• Lead the onboarding and adoption journey for assigned accounts, taking customers from initial deployment of the N9300 Smart Switches and Hypershield through to confident, expanding production use • Guide customers through the Hypershield on-premises controller deployment, orchestrating a process the customer's own team delivers across their virtualization environment and the on-premises control plane • Drive value realization by helping customers stand up real use cases: top-of-rack segmentation and enforcement, zone-based segmentation, and secure data-center interconnect • Build deep technical relationships with key customer collaborators across both NetOps and NetSecOps, and serve as their trusted advisor • Run workshops and enablement sessions on new and existing capabilities to deepen customer understanding and accelerate adoption • Identify and clear adoption blockers, collaborating with engineering and support teams to call out and resolve customer issues • Develop the reusable assets that scale customer success: workshops, training material, reference architectures, and product documentation that help customers deploy accurately and run reliably in production