Customer Success Executive

Darwin AI; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Language Classes

OpenAI Premium License

Paid Time Off

Job summary

Darwin AI is seeking a Customer Success Executive in the United States to manage ongoing client relationships, drive adoption of AI solutions, and prevent churn. You will conduct MBRS, identify new use cases, and coordinate with Product and Engineering to resolve issues while ensuring customers maximize value from our platform.

The role focuses on proactive client success, data-driven insights, and building long-term partnerships with SaaS customers in AI.

Qualifications

• Proven experience in Customer Success, Account Management, or Customer Experience roles in SaaS/AI environments.
• Ability to analyze data and apply insights to customer success strategies.
• Experience with CRM tools such as Planhat or similar.
• Knowledge of AI implementation and basic troubleshooting is a plus.
• Strong communication skills to explain complex concepts to non-technical stakeholders.

Responsibilities

• Manage relationships with assigned customers as the primary contact for support and optimization.
• Conduct Monthly Business Reviews to analyze satisfaction and AI performance.
• Proactively identify new use cases and communicate product updates to maximize value.
• Monitor accounts to detect churn risk and coordinate with internal teams to improve engagement and retention.
• Lead adoption workshops and training to increase proficiency and deeper tool integration.
• Analyze feedback and usage data to identify trends and improvement areas.
• Collaborate with Customer Support, Product and Engineering to resolve issues and contribute product feedback.
• Maintain accurate records of interactions and progress using Planhat and other CRM tools.

Skills

Customer Success

Account Management

SaaS experience

AI familiarity

CRM tools

Tools

Planhat CRM

Job description

We are looking for a passionate and proactive individual to join our Customer Success team. A person who understands the importance of delivering exceptional client satisfaction and is driven by the potential of technology and AI. This role is perfect for someone who thrives in building long-term relationships with customers and enjoys leveraging data and AI tools to help clients maximize their success with our platform.

As a Customer Success Executive, You will play a critical role in helping our clients achieve their desired outcomes by driving adoption and preventing churn. You will be the key contact for our customers, providing ongoing support and proactive solutions to help them grow their business using Darwin AI.

In this role, you will:

• Manage the ongoing relationship with assigned customers, serving as their primary point of contact for support, updates, and optimization of their AI solutions.
• Conduct Monthly Business Reviews (MBRs) to analyze customer satisfaction, discuss AI performance, and identify opportunities for improvement.
• Proactively follow up with clients to identify new use cases, communicate product updates, and ensure they are maximizing the value of our AI solutions.
• Actively monitor client accounts to detect signs of churn risk and collaborate with internal teams to develop strategies to improve engagement and retention.
• Conduct adoption workshops and training sessions to increase customer proficiency and encourage deeper integration of our tools.
• Analyze customer feedback and usage data to identify trends, insights, and areas of improvement.
• Work closely with Customer Support, Product and Engineering teams to elevate and resolve technical issues, and provide feedback that contributes to product improvements.
• Maintain accurate records of customer interactions and progress using Planhat and other CRM tools.

Requirements

• Proven experience in Customer Success, Account Management, or Customer Experience roles, preferably within SaaS or AI-driven environments.
• Ability to analyze data and apply insights to customer success strategies..
• Experience with customer relationship management tools such as Planhat, or similar.
• Knowledge of AI implementation and experience with technical troubleshooting is a plus.
• Strong communication skills, with the ability to to explain complex concepts clearly to non-technical stakeholders.
• Proactive and customer-centric mindset with a strong drive for client success.
• Team-oriented, adaptable, and comfortable working in fast-paced, evolving environments..
• A passion for technology, innovation, and artificial intelligence, with a drive to continuously learn and grow.

Benefits

• Language Classes: Access to language classes (English, Portuguese, Spanish) to enhance communication skills.
• OpenAI Premium License: Complimentary access to an OpenAI premium license for personal or professional use.
• Paid Time Off: Enjoy 25 days/year of paid vacations and holidays to recharge and maintain a healthy work-life balance.