Customer Success Manager — Products & Services

Rensora AI; United Kingdom; Remote; GBP 65,000 - 90,000; Full time

Job summary

Rensora AI is seeking a Customer Success Manager to own relationships with enterprise clients using Evolis AI and ModernZ AI platforms. The role focuses on ensuring measurable value, driving adoption, and expanding partnerships while coordinating with engineering, consulting, and product teams.

You will lead executive-level relationships, translate feedback into product improvements, and advocate for clients to reduce time-to-value and increase net revenue retention.

Qualifications

• 5+ years of experience in customer success, account management, or client services in enterprise B2B.
• Demonstrated experience with AI/ML or data-driven products and enterprise deployment.
• Proven track record of driving net revenue retention and reducing churn.
• Strong technical fluency to discuss platform architectures and API integrations with stakeholders.

Responsibilities

• Own the end-to-end customer lifecycle for a portfolio of enterprise accounts from onboarding through renewal and expansion.
• Develop and execute success plans aligning platform capabilities with client KPIs.
• Drive platform adoption through reviews, training, and health checks.
• Monitor usage analytics and health signals to identify risks and intervene before churn.
• Collaborate with engineers, consulting, and product teams to ensure successful implementations.

Skills

Enterprise SaaS

AI/ML products

NRR focus

Exec-level communications

Technical fluency

Tools

Gainsight

Totango

ChurnZero

Job description

As a Customer Success Manager at Rensora, you will be the primary relationship owner for enterprise clients using our Evolis AI (AI agentic lifecycle management) and ModernZ AI (enterprise application modernization) platforms. Your mission is to ensure every client realizes measurable value from their investment — driving adoption, reducing time-to-value, and expanding the partnership over time.

You will work closely with engineering, consulting, and product teams to orchestrate onboarding, monitor platform health, and proactively identify opportunities for deeper engagement. You will serve as the voice of the customer internally, translating client feedback into product improvements and service enhancements. When a client faces a challenge, you are their advocate. When they succeed, you are the one who helped make it happen.

This role requires someone who has operated at the intersection of AI products and enterprise client management. You understand the nuances of deploying AI in complex organizations — the technical hurdles, the change management requirements, and the executive stakeholders who need to see results. If you thrive on building long-term partnerships and have a track record of driving net revenue retention in AI or enterprise SaaS, this role is for you.

What you'll do

• Own the end-to-end customer lifecycle for a portfolio of enterprise accounts — from onboarding through renewal and expansion
• Develop and execute success plans that align Rensora platform capabilities with each client's strategic objectives and KPIs
• Drive platform adoption by conducting business reviews, training sessions, and proactive health checks
• Monitor usage analytics and engagement signals to identify risks early and intervene before churn
• Collaborate with forward deployer engineers and consulting teams to ensure smooth implementation and ongoing operational success
• Serve as the voice of the customer internally — channelling feedback to product, engineering, and leadership to shape roadmap priorities
• Identify and drive expansion opportunities — new use cases, additional platform modules, and professional services engagements
• Build executive-level relationships with client stakeholders, including CIOs, CTOs, and VPs of Engineering

What we're looking for

• 5+ years of experience in customer success, account management, or client services — with a focus on enterprise B2B accounts
• Demonstrated experience with AI, ML, or data-driven products — you understand how AI solutions are adopted, measured, and scaled in enterprise environments
• Proven track record of driving net revenue retention (NRR), reducing churn, and expanding account value
• Strong technical fluency — able to understand platform architectures, API integrations, and deployment models well enough to have credible conversations with technical stakeholders
• Experience building and presenting executive business reviews (EBRs) and success plans to C-suite audiences
• Exceptional relationship-building skills — able to earn trust with both technical teams and business leaders
• Data-driven approach to customer health — comfortable with usage analytics, health scoring, and success metrics
• Excellent written and verbal communication, with the ability to distil complex technical outcomes into business impact

Nice to have

• Experience with enterprise modernization, digital transformation, or legacy migration programs
• Background in consulting or professional services at a technology company
• Familiarity with customer success platforms (Gainsight, Totango, ChurnZero, or similar)
• Experience managing accounts with ACV above $250K
• Understanding of agentic AI, LLMs, or ML Ops concepts