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 North American customers, ensuring they derive maximum value from our platform. As our first Senior CSM hire in New York, you will play a critical role in driving retention and growth.

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 the first Senior Customer Success Manager in North America, 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 North American 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.

What We’re Looking For

• 5+ 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.
• Based in New York, USA.

This role presents an exciting opportunity to lead Ask-AI's customer success efforts in North America, ensuring our customers achieve meaningful business outcomes as we continue to grow.