Customer Success Manager

Our Mission:

Sinequa is building the world’s leading AI-powered search platform that empowers companies to augment their employees with instant access to key information at the right time in the right context. We deliver on our vision: A modern workplace where people use natural language queries and AI Assistant to securely search, find, and analyze any type of information, full-text or structured, regardless of the underlying data silos or applications.

Our technology, powered by the latest natural language processing and deep learning technology, is used across industries, to power digital workplaces, accelerate digital transformation, and provide workers with contextual and secure access to the data they need to achieve their missions. We partner with some of the largest organizations in the world to change the way they use information.

Our customers use our neural search platform to accelerate new drug discovery, optimize their customer support, or accelerate R&D innovation and product development like NASA’s next-generation spacecraft! If these types of projects excite you, we'd love to hear from you!

Your Role:

Join Sinequa's dynamic Customer-facing team and help us shape the future of Enterprise Search and Generative AI with some of our most strategic customers.

As a Senior Customer Success Manager at Sinequa, you will be pivotal in nurturing and expanding our engagement with a portfolio of large enterprise accounts. Your role is to ensure that our clients recognize the full value of Sinequa's innovative software and services. You will act as a key representative for our customers internally, driving effective implementation, securing renewals, and facilitating account growth working in tandem with our Senior Account Executive.

Your performance will be measured by specific metrics tied to customer product adoption, account expansion, and retention rates.

How You'll Make an Impact:

• Manage and grow relationships with a portfolio of major North American accounts across pharma/life sciences, manufacturing, and technology industry verticals.
• Develop a deep understanding of each client’s unique needs and business goals, guiding a significant number of licensed users to leverage Sinequa’s solutions to achieve these objectives. To achieve this, you may be working with an integrator with whom Sinequa partners.
• Design and implement customer engagement strategies including adoption plans, value assessments, and Executive Business Reviews.
• Oversee the seamless implementation of the Sinequa platform and manage the delivery of our professional services.
• Create a dashboard to pinpoint opportunities for customer growth and identify potential churn risks.
• Advise clients on best practices for utilizing Sinequa’s software.
• Collaborate closely with Sinequa’s solution engineering team, Support team, and R&D.
• Keep customers informed about Sinequa’s product roadmap and funnel ongoing customer feedback back to our Product team.
• Stay informed about the latest developments in Sinequa’s offerings, the competitive landscape, and broader AI and Generative AI trends.

What You'll Need to Succeed:

• Exceptional communication, presentation, and listening skills.
• Strong grasp of technology architecture, the technology landscape, and the AI ecosystem such as Search technologies, and LLM.
• Proven ability to build credibility with key decision-makers and influencers within customer organizations.
• A thorough understanding of an Enterprise Search project lifecycle and a demonstrated ability to support organizations in advancing their AI capabilities.
• Comfortable interacting with stakeholders across various levels and departments—from executives to administrators, analysts, and IT professionals.
• Robust problem-solving and analytical abilities; adept at formulating solutions that generate tangible business value.
• Recognized skill in identifying and capitalizing on new business opportunities.
• Proven experience in implementation and project management.
• Bachelor’s degree.
• Strong knowledge of Search and big data technologies.
• Previous experience in account management, customer success, or consulting. Experience in enterprise software or, more specifically, Enterprise Search.
• Willingness to travel up to 25% of the time.