Senior Customer Success Manager

At Signal AI, we use cutting-edge AI technology to offer clarity on decisions that shape businesses and society. We value restless curiosity, creative thinking, and diverse perspectives as we strive to become AI-native. We believe that AI is a collaborator, not just a tool, and we invite passionate individuals to join us on our journey as we continue to learn, experiment, and grow together.

About the Role

The Customer Success team is the bridge between our clients and Signal AI. Driving retention, growth, and overall customer satisfaction. As a Customer Success Manager, you will build and strengthen client relationships, ensuring customers achieve meaningful value from our platform while identifying opportunities for renewal, upsell, and cross-sell. You’ll partner closely with Sales, Marketing, Product, Engineering, and Data Science to support a seamless customer journey and deliver measurable commercial impact.

Reporting to the VP Customer Success, you will manage and grow a portfolio of enterprise accounts, ensuring each customer is fully supported and positioned for long-term success.

Key responsibilities include:

• Drive adoption of Signal AI by understanding customer goals and aligning our solutions to their strategic priorities.

• Build and execute client plans, monitor progress, and address risks proactively.

• Contribute to commercial targets through renewals, upsells, and identification of new growth opportunities.

• Partner with Client Services, Sales, Implementation, and Product to deliver a smooth onboarding experience and consistent customer lifecycle.

• Ensure customer configurations and workflows are aligned with Signal AI best practices and capabilities.

• Deliver ongoing value through regular engagement, insights, and advisory.

• Prioritize accounts based on risk, opportunity, and strategic importance, and execute renewal and expansion motions accordingly.

• Track and interpret adoption trends to guide customer conversations.

• Share industry knowledge and best practices internally to strengthen cross-functional understanding.

• Anticipate customer needs and collaborate closely with Customer Support to resolve challenges quickly.

• Contribute to Customer Success team goals and overall company growth initiatives.

We’re looking for:

• Experience in enterprise B2B Customer Success, working with complex client environments and senior stakeholders.

• Proven success against revenue targets, including renewals and expansion, with ownership of end-to-end account management.

• Data-driven approach to customer engagement and success planning.

• Experience in subscription-based or SaaS business models (preferred).

• Strong problem-solving skills and comfort operating in a fast-paced, entrepreneurial environment.

• Background in one or more relevant industries: Financial Services, Professional Services, Media, PR & Communications, or Data Analytics.

Not sure you meet every requirement? Studies show that women and other underrepresented groups often hesitate to apply unless they check every box. At Signal AI, diverse perspectives strengthen our teams, drive innovation, and lead to better performance. So even if your background doesn’t align perfectly with each qualification, we encourage you to apply if you’re passionate about this role.

We're dedicated to creating an inclusive environment where every Signaller feels welcomed, valued, and heard - a place where you can truly thrive as yourself.