Customer Success Manager (West Coast)

Druid AI; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

A leading AI platform provider is seeking a Customer Success Manager to manage the post-sales relationship with enterprise customers. This role focuses on ensuring customers' success with the AI Agent platform, by delivering measurable business outcomes and fostering adoption. Responsibilities include portfolio management, regular QBRs, and stakeholder engagement. Ideal candidates will have 4–8 years in SaaS Customer Success, strong communication skills, and a proactive mindset. This is a full-time mid-senior level position based in the United States.

Qualifications

• 4–8 years of experience in Customer Success, Consulting, or Enterprise Account Management in SaaS or AI-driven software.
• Strong business process understanding, ideally from consulting, automation, or enterprise transformation environments.
• Excellent communication and storytelling skills, able to translate AI capabilities into tangible business impact.

Responsibilities

• Own a portfolio of enterprise customers, ensuring retention, expansion, and overall health.
• Act as the primary point of contact for senior stakeholders.
• Drive adoption of Druid’s Agentic AI platform through enablement sessions.

Skills

Customer Success

Consulting

Enterprise Account Management

Communication

Storytelling

Tools

Gainsight

Planhat

HubSpot Service Hub

Job description

Direct message the job poster from Druid AI

Druid AI is an end-to-end platform for building, deploying, and scaling AI agents and Conversational Business Applications (CBA), designed to deliver next-level employee productivity and the total customer experience in the most intuitive way. Acting as a front layer to all digital operations, DRUID unifies and enhances the existing technology landscape while mitigating app fatigue.

With a 2x growth year over year, 160+ partners and 250+ clients worldwide, DRUID AI actively builds on its vision to provide employees with an intelligent virtual assistant that helps people work easier and faster.

As a Customer Success Manager at Druid AI, you will own the post‑sales relationship with our enterprise customers, ensuring they realize measurable business value from our AI Agent platform. You will act as a trusted advisor, orchestrating adoption, driving outcomes, and identifying growth opportunities. You’ll collaborate closely with Sales, Delivery, Product, and RevOps to guide customers through every stage of their journey, from go‑live to ongoing innovation.

What you’ll do at DRUID:

Value Delivery & Account Health

• Own a portfolio of enterprise customers and be accountable for retention, expansion, and overall health.
• Define, track, and communicate measurable business outcomes (ROI, productivity gains, automation impact, etc.).
• Build and maintain Value Roadmaps to align business goals with AI use cases and platform evolution.
• Conduct Quarterly Business Reviews (QBRs) and Success Plans that tie back to customer KPIs.

Relationship Management

• Act as the primary point of contact for senior business and technical stakeholders.
• Build long‑term partnerships by driving trust, alignment, and continuous value realization.
• Navigate complex organizations, ensuring both executive sponsorship and end‑user adoption.

Product Adoption & Enablement

• Drive adoption of Druid’s Agentic AI platform through enablement sessions, playbooks, and workshops.
• Partner with Delivery and Solutions teams to ensure seamless onboarding and handover from implementation.
• Identify new use cases and expansion opportunities together with Account Executives.

Operational Excellence

• Leverage RevOps insights to monitor account health, usage, NPS, and renewal risk.
• Feed customer feedback to Product and Delivery teams for continuous improvement.
• Maintain data hygiene and forecast accuracy in CRM and Customer Success platforms.

What you’ll bring to DRUID:

Must‑have requirements:

• 4–8 years of experience in Customer Success, Consulting, or Enterprise Account Management in SaaS or AI‑driven software.
• Strong business process understanding, ideally from consulting, automation, or enterprise transformation environments.
• Comfortable discussing both business outcomes and technical architecture.
• Proven track record of driving QBRs, success planning, and value realization programs.
• Excellent communication and storytelling skills, able to translate AI capabilities into tangible business impact.
• A proactive, ownership‑driven mindset and ability to operate in a fast‑scaling organization.

Nice to have:

• Experience with conversational AI, automation, or low‑code/no‑code platforms.
• Exposure to MEDDPICC or similar sales frameworks.
• Familiarity with tools like Gainsight, Planhat, or HubSpot Service Hub.

What success looks like in this role:

• Consistently identify and grow expansion opportunities within each account.
• Drive regular QBRs and value reporting that resonate with key stakeholders.
• Keep customer health scores documented and up to date.
• Contribute to a positive NPS and high stakeholder satisfaction.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Software Development