The Customer Success Manager at Modern.ai is a key driver of revenue, retention, and product adoption, owning the full customer lifecycle from initial demo to long-term success. In this role, you'll work directly with elite e-commerce brands and collaborate closely with the CEO and leadership team to shape the future of an AI-powered business intelligence platform trusted with billions in tracked revenue.
What You'll Do
- Run confident, polished live product demos for inbound leads and prospects
- Tailor demos and presentations based on customer sophistication and use case
- Build and customize decks for demos, onboarding, QBRs, and follow-ups
- Clearly explain workflows, dashboards, attribution, and performance metrics
- Confidently answer technical and product questions live
- Serve as first-line support for customer questions and issues
- Maintain fast, professional response standards
- Triage issues and coordinate with product and engineering when needed
- Proactively identify churn risk and intervene early
- Build trusted relationships with high-value customers
- Follow up on inbound leads, trials, and warm prospects
- Re-engage stalled opportunities with tailored outreach and materials
- Maintain clean CRM records with clear next steps
- Support expansion, upsells, and renewals
- Partner with leadership to help close deals
- Use AI tools daily to improve speed, clarity, and decision-making
- Leverage AI for research, summarization, customer insights, and documentation
- Create customer-ready decks and materials efficiently using AI-assisted workflows
- Keep immaculate CRM, support, and account notes
- Surface actionable customer feedback that influences product direction
- Improve internal processes, playbooks, and templates
- Operate independently without hand-holding in a fast-moving startup
What We're Looking For
- Happy, upbeat, confident, and highly personable
- Professional and polished on video and live calls
- Extremely organized and detail-oriented
- Comfortable explaining technical concepts to non-technical users
- Fluent with modern AI tools and productivity workflows
- Strong at building clean, persuasive decks and presentations
- Energized by startup pace and accountability
- A self-starter who takes ownership instead of waiting for instructions
- Comfortable with dashboards and performance analytics
- Comfortable with attribution and performance metrics at a high level
- Comfortable with AI tools for productivity, research, and presentation creation
- Able to learn complex platforms quickly
- Able to explain workflows clearly and confidently
- Must be organized, technical, and AI-fluent
Technical Stack
- AI tools
- CRM
- Dashboards
- Performance analytics
- Attribution systems
- Presentation software
Team & Environment
- Startup-sized team with a flat, collaborative structure
- Reports directly to the CEO and leadership team
- Work in a performance-driven, data-integrity-focused culture
- Fast-paced, customer-centric environment powered by AI innovation
- Emphasis on ownership, accountability, and operating independently
- Engage daily with elite operators and high-profile brands
Benefits & Compensation
- Work directly alongside the CEO and leadership team
- Engage daily with elite operators and high-profile brands
- Represent a platform trusted with billions in tracked revenue
- Influence product direction through real customer feedback
- Grow with the company as it scales, not after the fact
- Front-row seat role with responsibility and upside
Work Mode
- Global role with remote-friendly engagement
- Location flexibility not explicitly defined, but aligned with global operations and startup agility
Modern AI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
