Customer Success Manager

Velocity Tech has partnered with an industry leader in AI-powered enterprise search to help build a team that is revolutionizing how organizations access and utilize information. This innovative platform empowers businesses to enhance productivity by providing employees with secure, real-time access to critical data—regardless of silos or applications. Leveraging cutting-edge natural language processing (NLP) and deep learning technology, this platform is transforming digital workplaces, accelerating R&D, and streamlining operations across industries.

The Role

Velocity Tech is seeking a Senior Customer Success Manager to join the customer-facing team of our partner, supporting strategic enterprise clients in maximizing the value of AI-powered search solutions. This individual will play a critical role in ensuring customer satisfaction, driving product adoption, and fostering long-term partnerships. Acting as a key advocate for clients, they will oversee implementation, secure renewals, and identify growth opportunities in collaboration with senior account executives.

Key Responsibilities

• Manage and grow relationships with major enterprise accounts across industries such as pharmaceuticals, life sciences, manufacturing, and technology.
• Develop a deep understanding of each client’s business needs and guide them in leveraging AI-powered search solutions to achieve strategic goals.
• Design and implement customer engagement strategies, including adoption plans, value assessments, and Executive Business Reviews.
• Oversee seamless platform implementation and coordinate professional services delivery.
• Build dashboards to monitor customer usage, identify growth opportunities, and mitigate churn risks.
• Advise clients on best practices for optimizing AI-powered enterprise search solutions.
• Work closely with solution engineering, support, and R&D teams to ensure customers receive optimal service.
• Keep customers informed on product roadmaps, innovations, and industry trends, while providing valuable customer feedback to product teams.
• Stay up to date on advancements in AI, Generative AI, and enterprise search technologies to better support and advise clients.

Qualifications & Experience

• Exceptional communication, presentation, and active listening skills.
• Strong technical acumen with an understanding of AI, enterprise search technologies, and large language models (LLMs).
• Proven ability to build credibility with key decision-makers and technical stakeholders.
• Deep understanding of enterprise search project lifecycles and experience guiding organizations in advancing AI capabilities.
• Experience engaging with diverse stakeholders, from executives to analysts, IT professionals, and administrators.
• Strong problem-solving skills with a focus on delivering tangible business value.
• Ability to identify and capitalize on new business opportunities.
• Hands-on experience in implementation and project management.
• Bachelor's degree in a relevant field.
• Strong knowledge of search and big data technologies.
• Previous experience in account management, customer success, or consulting within the enterprise software industry, ideally in enterprise search.
• Willingness to travel up to 25% as needed.