- Company Name
- Perlon AI
- Job Title
- Customer Success Manager - AI Agents
- Job Description
-
**Job Title**
Customer Success Manager – AI Agents
**Role Summary**
Own the end‑to‑end success of 50+ B2B clients using AI‑powered outbound sales agents. Drive high adoption, renewals, and retention while partnering with Executive, Sales, and Engineering teams to refine AI strategies and scale the Customer Success function in an early‑stage, fast‑moving SaaS environment.
**Expectations**
- Deliver consistent, data‑driven results in adoption, retention, and advocacy.
- Act as trusted advisor to senior executives at client organisations.
- Demonstrate proactive ownership, detail orientation, and resilience in ambiguity.
- Contribute to and accelerate the growth of the global CS framework.
**Key Responsibilities**
- Manage a portfolio of >50 accounts: onboarding, usage optimisation, renewal management, and upsell opportunities.
- Collaborate with CEO, CTO, and Sales teams to define AI optimisation strategy for CS and support functions.
- Develop, codify, and maintain best‑practice guides, FAQs, and workflows to improve efficiency and consistency.
- Collect and analyse customer feedback, surface trend insights to product and engineering for continuous improvement.
- Track and report on key metrics (adoption, churn, NPS) and adjust tactics to meet targets.
- Facilitate smooth hand‑offs between pre‑ and post‑sales processes, ensuring a holistic customer experience.
- Build and iterate processes and tools that enable scalable operations in a lean resource setting.
- Attend on‑site in London at least three days a week to foster collaboration and cultural integration.
**Required Skills**
- 2+ years in Customer Success, Account Management, or Business Development (SaaS/AI/Tech preferred).
- Strong communication, negotiation, and relationship‑building with C‑suite stakeholders.
- Expertise in leveraging AI technologies within sales and marketing workflows.
- Data‑driven mindset: comfortable with metrics, dashboards, and root‑cause analysis.
- Ability to thrive in ambiguity, make rapid decisions, and iterate quickly.
- Proactive “builder”; hands‑on in developing processes, documentation, and tooling.
**Required Education & Certifications**
- Bachelor’s degree in Business, Marketing, Computer Science, or related field.
- Relevant certifications in SaaS Customer Success, Product Management, or AI/ML concepts are a plus.