Senior Enterprise AI Success & Adoption Lead

Booz Allen Hamilton; McLean (VA); On-site; USD 143,000 - 266,000; Full time

Job summary

Booz Allen Hamilton is seeking a Senior Manager, Customer Success to help customers adopt enterprise AI solutions and realize measurable business value. You will connect stakeholder goals, onboarding, training, and usage evidence to create a practical adoption plan, establish success plans and KPIs, and lead ongoing reviews with delivery teams to ensure value realization.

You will route defects to engineering, coordinate improvements, and manage adoption handoffs.

Qualifications

• Experience in customer success, enterprise technology adoption, change management, or a comparable customer-facing role.
• Experience planning onboarding, training, communications, and enablement for enterprise users with different needs and levels of technical familiarity.
• Experience leading customer reviews, communicating risks, coordinating follow-through, and maintaining relationships across business and technical teams.
• Knowledge of agentic AI fundamentals, including automation, human oversight, solution limitations, and the distinction between technical performance and business value.
• Ability to interpret usage, workflow utilization, task completion, satisfaction, and business outcome data and turn findings into adoption actions.
• Ability to translate customer objectives into success plans, adoption milestones, measurable KPIs, and stakeholder engagement activities.
• Ability to document customer feedback, clarify business impact, and route defects or enhancement requests to the accountable teams.
• Ability to coordinate adoption handoffs with delivery teams and support expansion into use cases aligned with customer goals.

Responsibilities

• Help customers adopt enterprise AI solutions and realize measurable business value.
• Establish success plans and KPI baselines with customers and lead ongoing reviews.
• Prepare enablement with delivery teams and route defects or enhancement requests to Product or Engineering Leadership.
• Use adoption dashboards and operational reports to identify barriers and coordinate improvements.
• Coordinate adoption handoffs with delivery teams and support expansion into use cases aligned with customer goals.

Skills

Customer success

Onboarding planning

Customer reviews

Agentic AI basics

Data-driven adoption

KPIs & milestones

Feedback routing

Adoption handoffs

Education

Bachelor's degree

Job description

Booz Allen Hamilton is seeking a Senior Manager, Customer Success to help customers adopt enterprise AI solutions and realize measurable business value. You will connect stakeholder goals, onboarding, training, and usage evidence to create a practical adoption plan, establish success plans and KPIs, and lead ongoing reviews with delivery teams to ensure value realization.

You will route defects to engineering, coordinate improvements, and manage adoption handoffs.