Customer Success Manager

We're on a mission to change the way businesses make decisions with our cutting-edge AI technology. To achieve that, we’re looking for passionate people to join our open and unconventional workplace. Our inclusive environment welcomes skills and experiences from diverse backgrounds, and defines who we are.

About the role - What’s your purpose?

The Customer Success Team is the link between our clients and our company, playing a pivotal role in relation to Signal AI’s commercial activity, reputation and growth.

The primary goal of a Customer Success Manager is to be responsible for developing and maintaining customer relationships that promote retention, upsell and cross-sell, and loyalty. The role also involves working closely with the Sales, Marketing, Product Operations, Engineering, and Data Science teams. As well as this, you’ll concentrate on creating new relationships and growing existing ones, contributing to Signal’s account management operations, and creating an environment for our customers to grow.

The role has excellent growth potential, and you will be allowed to explore different facets of the business, including Sales, Strategy, Product, Product Support, Data Science and Marketing.

Role and responsibilities - what will you be doing?

Reporting to the Head of Customer Success, you will be part of our Customer Success Team based in New York. As a Customer Success Manager, you will be responsible for maintaining and expanding the portfolio size of Signal AI’s customer base, whilst ensuring clients are set up for success and reaching their goals.

This role encompasses many different facets:

• Drive the adoption of Signal within assigned accounts through developing an understanding of our customers’ strategies and goals.

• Develop detailed client plans, monitor progress, and address risks proactively to ensure customer satisfaction.

• Continuously contributing to our commercial goals through renewals, upsells and identifying new growth opportunities.

• Work with the Client Services, Sales, Implementation and Product teams to facilitate a seamless customer lifecycle, including a robust onboarding process, to ensure a smooth ‘go live’ for the client from the outset.

• Work with clients to ensure their accounts are set up and aligned with Signal's vision and product capability, whilst ensuring a tailored and streamlined experience to our clients’ business objectives and strategy

• Provide continued value to the client and drive long-term account satisfaction and growth.

• Seek out opportunities for client renewal and up-sell in order to proactively identify and prioritise resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.

• Closely monitor adoption rates of assigned Accounts; providing insight to clients.

• Proactively seek opportunities to educate Signal staff across the business on industry knowledge and customer best practices.

• Anticipate clients’ requirements and possible challenges - help our clients to succeed, by working very closely with our world-famous Customer Support Team

Contribute to the development of company goals, growth and profitability targets by being an active member of the Customer Success team.

Requirements

Who are we looking for?

• Well-experienced in enterprise B2B experience in driving customer success and aligning within complex client environments at executive and departmental levels, with the ability to understand client requirements and map them to our solutions, develop and guide their thinking to identify financial measures of success

• Experience working to revenue targets and demonstrable high performance concerning renewal and upsell/cross-sell, owning the end-to-end process

• Data-driven with a commitment to steer and track a consistent engagement process

• Previous experience with an annual subscription sales model is preferred.

• Creative thinker with the ability to troubleshoot issues quickly and effectively whilst working at pace in an entrepreneurial and results-oriented culture.

• Experience working within the relevant industries - Financial Services / Professional Services / Media / PR and Communications / 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.