Customer Success Manager

Otterbrook; Washington; Hybrid; USD 110,000 - 160,000; Full time

Job summary

Otterbrook is seeking an experienced Customer Success Manager for Enterprise AI Governance in the Washington, DC area. You will lead onboarding, adoption, and renewal for high‑impact AI programs, coordinating with CIOs, CISOs, and compliance teams to ensure governance and risk standards are met.

In this role you’ll shape the customer journey, enable pilots, feed product insights, and help build out services around governance enablement.

Qualifications

• 5+ years in customer success or enterprise software with AI/governance focus.
• Experience with governance, risk, or cybersecurity in large organizations.
• Ability to manage multiple executive stakeholders and cross-functional teams.

Responsibilities

• Own onboarding, implementation, adoption, and renewal for enterprise accounts.
• Collaborate with CIOs, CISOs, and legal/compliance teams to align AI governance needs.
• Shape CS motions, run pilots, and provide customer feedback to product teams.
• Use AI tools to automate parts of the CS workflow and drive expansion.

Skills

Enterprise software

Customer Success

AI governance

Stakeholder management

Regulatory compliance

Technical fluency

Pilot program management

Tools

HubSpot

Notion

Job description

Customer Success Manager — Enterprise AI Governance

Washington, DC area | Hybrid

AI is reshaping every industry on earth, and almost no one has figured out how to govern it at scale. Our client, a fast-growing, venture-backed AI governance startup, is building the platform that lets the world's most complex organizations move fast with AI and prove they're doing it responsibly. They're still small enough that this Customer Success Manager will shape how the entire customer journey works, not inherit a process someone else built.

The Role

This company sells to CAIOs, CIOs, GCs, and compliance officers, most often inside regulated enterprises in financial services, healthcare, insurance, defense, and manufacturing. These customers are governing high-stakes AI programs across multiple stakeholder groups, and need a CSM who can operate credibly in that environment from day one.

This is an Enterprise CSM role owning the full post-sale customer journey: onboarding, implementation, adoption, and renewal, for a portfolio of the company's largest and most complex accounts (and some smaller ones too). You'll run multi-stakeholder enterprise implementations, stay technical enough to know when a request needs engineering, and be a genuine thought partner to customers on AI governance and regulation, not just a project manager keeping tasks on track.

The role also reaches beyond traditional CS. You'll help build out a services and enablement offering, run pilots and trials, feed customer signal into product roadmap conversations, support product launches with customer-facing enablement, and use AI tools to automate parts of the CSM workflow.

What You'll Do

• Own onboarding and implementation for enterprise accounts, managing multi-stakeholder rollouts across AI, legal, IT, and business teams
• Serve as the primary point of contact for a portfolio of enterprise customers post-sale, driving adoption, retention, and expansion
• Translate customer needs into configuration and workflow decisions inside the platform, knowing precisely when a request needs engineering versus solving it within CS
• Advise customers on structuring their AI governance programs, drawing on real fluency in AI risk and regulatory frameworks (EU AI Act, NIST AI RMF, ISO 42001) and cybersecurity/compliance fundamentals
• Manage and support pilots and trials, structured around clear activity commitments and conversion criteria
• Feed structured product feedback and customer signal into roadmap discussions with product and engineering
• Support product launches with customer-facing enablement materials, training, and rollout communication
• Help build and refine a services/enablement offering, identifying where packaged services or structured engagements can supplement the core platform
• Use AI tools to automate repetitive parts of the CSM motion (intake synthesis, health scoring, renewal prep, documentation)
• Support business development on renewal and expansion conversations in partnership with sales

What You Bring

• 5+ years of Customer Success experience, with a track record implementing AI or enterprise software solutions inside large, complex organizations
• Prior experience at a governance, risk, or cybersecurity software company
• Comfort operating in a small, fast-moving team where the CS function is still being built, not inherited
• Demonstrated ability to manage multiple stakeholders within a single enterprise account, including technical, compliance, and executive audiences
• Technical proficiency to scope integration and configuration needs, and sound judgment on when to bring in engineering
• Working knowledge of AI risk, cybersecurity, or regulatory compliance (EU AI Act, NIST AI RMF, ISO 42001, SOC 2, or similar), or the ability to get fluent fast
• Experience running structured pilots or trials that convert to long-term contracts
• Strong written and verbal communication, comfortable presenting to senior stakeholders including CISOs, General Counsel, and Chief AI Officers

Nice to Haves

• Experience working directly with regulated industries (financial services, healthcare, insurance, defense/government)
• Familiarity with tools like HubSpot, Notion, or similar CS/GTM stacks
• Experience building or contributing to a services or solutions offering alongside a core software product
• Hands-on experience using AI tools to build workflow automation or internal tooling