Enterprise CSM - CLM & AI-Driven Value Realization

Malbek; Northern (KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Malbek is seeking an experienced Customer Success Manager to guide enterprise customers through onboarding, adoption, optimization, and long-term value realization. You will translate business goals into success plans while helping customers manage CLM processes, integrations, and AI-enabled capabilities.

You will own the post-implementation journey, lead onboarding and post-go-live programs, develop measurable success plans, and collaborate with cross-functional teams to drive renewal and

Qualifications

• 5+ years in a Customer Success, Professional Services, SaaS implementation, or similar B2B role.
• Experience leading enterprise onboarding and post-go-live adoption for complex SaaS solutions.
• Practical CLM or related contract/obligations experience.
• Strong knowledge of the SaaS customer lifecycle: adoption, retention, renewal, expansion.
• Ability to lead executive-level conversations with diverse stakeholders.
• Experience developing success plans, governance models, and risk mitigation strategies.
• Familiarity with APIs and enterprise integrations, data flows, and webhooks.
• Experience supporting AI-enabled software adoption and value realization.

Responsibilities

• Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization.
• Lead onboarding and post-go-live programs with stakeholder alignment and success planning.
• Build success plans linking objectives, milestones, risks, dependencies, and product capabilities.
• Advise on CLM best practices across intake, authoring, approvals, and governance.
• Drive adoption, monitor health indicators, and coordinate recovery plans for risks.
• Lead executive business reviews and strategic sessions to communicate progress and next steps.
• Collaborate with cross-functional teams to coordinate customer outcomes and renewal opportunities.

Skills

Customer Success

Executive stakeholder management

Onboarding & adoption program design

SaaS lifecycle expertise

AI-enabled capabilities

Strong communication & presentation

Cross-functional collaboration

Technical integration awareness

Tools

Planhat

Gainsight

Zendesk

Jira

Azure DevOps

Job description

Malbek is seeking an experienced Customer Success Manager to guide enterprise customers through onboarding, adoption, optimization, and long-term value realization. You will translate business goals into success plans while helping customers manage CLM processes, integrations, and AI-enabled capabilities.

You will own the post-implementation journey, lead onboarding and post-go-live programs, develop measurable success plans, and collaborate with cross-functional teams to drive renewal and