Customer Success Manager

As a Customer Success Manager (CSM) at SearchUnify you will play a critical role in ensuring our enterprise clients realize maximum value from our Agentic AI Platform and Cognitive Search solutions. You will serve as the trusted advisor for a portfolio of accounts, driving product adoption, managing the customer lifecycle, and aligning the platform's capabilities with the customer's business goals, particularly around improving self-service, agent efficiency, and knowledge discovery.

Key Responsibilities

• Customer Relationship & Value Realization including Onboarding and Adoption, being a trusted advisor, success planning, and proactive engagement.
• Proactive Engagement by performing regular check-ins and Business Reviews demonstrating realized ROI, and collaboratively planning for future platform utilization.
• Driving customer Retention & Renewals by owning the renewal process, and managing escalations internally to ensure successful resolution.
• Product Expertise & Advocacy activities such as providing deep product expertise, monitoring customer health, and advocating for customers internally.

Required Qualifications

• Experience:

  3-5 years of experience in Customer Success, or a similar client-facing role, preferably within a B2B SaaS or enterprise software company.

• Domain Knowledge:

  Solid understanding of one or more of the following: Enterprise Search, AI/Machine Learning, Customer Support/Service Management (CSM), Knowledge Management (KMS), or self-service technologies.

• KPI Understanding:

  Customer Success metrics and KPIs (e.g., NPS, Gross/Net Retention, Churn Rate, Time to Value, Adoption Metrics, Health Score).

• Education:

  Bachelors degree in Business, Marketing, Computer Science, or a related field.

Preferred Skills (Nice to Haves)

• Familiarity with knowledge-centered service (KCS) principles.
• Proven track record of managing and growing large, complex enterprise accounts.

The SearchUnify Advantage

This role requires a strategic mindset and a true passion for customer outcomes. If you are eager to take the next step in your Customer Success career, managing portfolios of high-value, complex accounts, we want to hear from you.