Customer Success Manager

Customer Success Manager

Location: Remote (US) | Type: Contract | Experience: 5+ years | Pay: $90-$120/hr

About the Role

We're hiring a Customer Success Manager to own the post-sales relationship for enterprise customers rolling out generative AI inside their creative and content production workflows. You'll be the person who turns a signed deal into real adoption: building the success plan, getting stakeholders aligned, and proving value in terms the customer's executives actually care about.

The work sits inside a global digital consultancy's AI practice, embedded alongside the product and solution teams behind a widely used enterprise creative software platform. The customers are large brands with genuine content supply chain problems: too many assets, too many channels, and creative teams who need the tooling to fit how they already work.

If you've watched enterprise software get bought with enthusiasm and then sit unused, you already know what this job is.

What You'll Do

• Own the post-sales success motion for a book of enterprise customers using generative AI creative production and custom model capabilities
• Build success plans that tie business objectives to specific use cases, adoption milestones, and metrics both sides agree on
• Run structured discovery to understand how each customer's creative operation actually works, then find where the technology fits
• Drive adoption by clearing blockers, lining up enablement, and holding momentum through launch and expansion
• Watch customer health closely, spotting risk early (a stakeholder change, a stalled implementation, an adoption gap) and putting an owned plan against it
• Facilitate executive business reviews, adoption workshops, and checkpoints that show progress rather than activity
• Coordinate sales, solution specialists, professional services, support, and product so the customer experiences one team instead of five
• Feed customer insight, friction, and feature requests back to the product and program teams
• Keep success plans, metrics, risks, and next steps current in the systems of record

Qualifications

Core

• 5+ years in customer success, account management, strategic consulting, or another post-sales function owning enterprise relationships
• Track record managing several enterprise customers at once and pulling cross-functional teams together on their behalf
• Ability to turn a stated business priority into a plan with owners, milestones, and outcomes you can measure
• Comfortable in front of executives, and equally comfortable sitting with the practitioners who use the tool daily
• Strong written and verbal communication, with real facilitation skill in a room full of competing opinions
• Bachelor's degree or equivalent practical experience

Nice to Have

• Experience with creative, content production, digital asset, or workflow platforms
• Background leading adoption, enablement, change management, or value realization programs
• Familiarity with generative AI tooling for creative production, including custom model workflows
• Experience running a book with customer health frameworks, success plans, and CRM systems
• Work across distributed, matrixed, or global teams

Why Join Us

This is a specialist team operating inside a much larger consultancy, which means small-team pace against enterprise-scale customers. You'll partner with solution specialists who go deep on the technology while you stay accountable for the integrated picture: the relationship, the plan, the health, the outcome.

Generative AI in creative production is still being figured out in real time. The customers are large, the use cases are new, and the person in this seat gets to shape how adoption actually happens instead of running someone else's playbook.