Customer Success Manager

ABOUT USEmberos exists to bring predictive intelligence and clarity to a world where AI is already shaping decisions.We help brands understand how AI interprets and represents them at the moment of discovery and how that understanding compounds over time. By revealing emerging patterns before assumptions harden into belief, we give leaders foresight into what is taking shape and the ability to act early.This is not just monitoring. It’s predictive intelligence designed for an AI-mediated world. As AI increasingly defines what people see, trust, and choose, Emberos serves as a grounding force for truth by bringing clarity to how meaning forms today and how it evolves tomorrow.We’re a small, fast-moving team building something foundational, and we’re looking for people who want to shape what comes next.THE ROLEAs a Customer Success Manager, you will be responsible for owning post-sale customer relationships end-to-end, from onboarding through ongoing account management, renewals, and expansion support. This role is both strategic and hands-on, combining white-glove client service with the creation of scalable customer success processes. We’re looking for a Customer Success Manager who wants real ownership at an early stage and has the opportunity to shape the customer success function from the ground up, and who will have high ownership and visibility across the organization.This is a builder role, not a reactive support function. You’ll help define how customers onboard, how success is measured, and how insights turn into action. You’ll work closely with the Customer Success Lead, engineering and product to shape workflows, feedback loops, and the evolution of the platform itself.This role is for you if you’re excited by ambiguity, high ownership, and helping customers navigate complex, AI-driven systems with clarity and confidence. Your work will directly influence retention, expansion, product direction, and how Emberos is perceived in the market.WHAT YOU’LL DOAct as the day-to-day primary point of contact for assigned clients, delivering a high-touch, white-glove experience and helping them interpret predictive insights and apply them to real-world decisionsOnboard and guide customers through Emberos’ multi-agent operating systemDeliver customer training sessions and ongoing enablement to drive product adoptionHelp clients adopt best practices for using Emberos’ platform effectively across teamsCreate customer success playbooks outlining core processes, service standards, and escalation pathsSupport experimentation with clients by testing optimization strategies, comparing scenarios, and tracking long-term impactPartner closely with engineering and product to surface customer feedback, edge cases, and opportunities for improvement: build clear communication workflows between Customer Success, Product, Engineering, and Sales/GrowthHelp define, track, and report on customer success metrics that link client actions to outcomes, including adoption, predicted vs. actual impact, and engagementServe as an internal advocate for customer truth, helping the organization understand client needs as the platform evolvesEnsure client feedback informs improvements to platform features, workflows, and processesMUST-HAVE EXPERIENCE4+ years of experience in Customer Success, Account Management, Partnerships, or a related role in a SaaS or technology environment with experience managing high-value accountsProven MarTech, Adtech and/or programmatic experience Strong ability to explain complex technical or AI-driven concepts to non-technical stakeholdersCollaborative and proactive, comfortable working across Product, Engineering, and leadership in a fast-paced environmentComfort operating without heavy process; able to build structure where none existsResults-driven, focused on delivering measurable impact and driving customer satisfaction and growthStrong analytical and problem-solving skills; you can connect actions to outcomesExcellent communication skills, written and verbalExperience managing multiple customer relationships simultaneously while maintaining depthNICE TO HAVE (NOT REQUIRED)Experience working with AI, data platforms, analytics tools, or ML-adjacent productsExperience supporting early-stage or highly technical productsInterest in how AI shapes perception, trust, and decision-makingWHAT THIS ROLE IS NOTA reactive support or ticket-only roleA purely account-management or renewal-focused positionA slow-moving, heavily siloed enterprise environmentWe are an equal opportunity employer committed to a diverse, equitable and inclusive work environment; dedicated to providing equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, and veteran status.