Customer Success Manager

ChapsVision; York and North Yorkshire; Hybrid; GBP 150,000 - 190,000; Full time

Job summary

ChapsVision is seeking a Customer Success Manager to nurture and expand relationships with a portfolio of large enterprise accounts in North America. You will drive adoption, secure renewals, and coordinate with senior sales to grow account value.

You will guide client success strategies, manage implementations, and provide ongoing advisory on best practices, tying outcomes to measurable business value.

Qualifications

• 5+ years of client management experience.
• Exceptional communication, presentation, and listening skills.
• Strong grasp of technology architecture and the AI ecosystem (Search technologies, LLM).
• Proven ability to build credibility with key decision-makers and influencers.
• Understanding Enterprise Search project lifecycle and AI capability enablement.
• Willingness to travel up to 25% of the time.

Responsibilities

• Manage a portfolio of major North American accounts across pharma, life sciences, manufacturing, and technology.
• Understand client needs and guide licensed users to leverage Sinequa solutions.
• Design customer engagement strategies including adoption plans and executive reviews.
• Oversee implementation of the Sinequa platform and delivery of services.
• Create dashboards to identify opportunities for growth and churn risk.
• Advise on best practices for using Sinequa software.
• Collaborate with solution engineering, Support, and R&D.
• Keep customers informed about product roadmap and collect feedback.

Skills

Client management

Communication skills

Technology architecture

Stakeholder management

Enterprise software/Enterprise Search

Travel willingness

Education

Bachelor’s degree

Tools

Search technologies

LLM / AI ecosystem

Big data technologies

Job description

ChapsVision

Our Mission:

We are 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.

Your Role:

Join our 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 Customer Success Manager, 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 our 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 Sales Managers.

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:

• 5+Years of client managementexperience


• 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.

Why join ChapsVision?

• The opportunity to join a team that strengthens the presence of ChapsVision in North America, a port that has grown organically and acquired.


• An innovative and growing working environment with prospects for professional development.


• A competitive salary structure with high and uncapped earnings potential. (170K to 190K OTE)