Strategic Customer Success Lead, AI & Digitalization

TD Williamson in; Tulsa (OK); On-site; USD 90,000 - 140,000; Full time

Job summary

TDW is seeking a Business Relationship Manager for Digitalization & AI in Finance to own the customer and employee experience from pre-launch through onboarding and value realization.

You will coordinate across Product, Engineering, Data & AI, Commercial, and Support to ensure readiness, resolve issues, capture feedback, and drive sustained adoption of TDW's digital tools.

Strong communication with Director- and VP-level stakeholders is essential to articulate ROI and drive customer outcomes.

Qualifications

• 5+ years in customer success, account management, or customer-facing roles, with 2+ years in frontline leadership.
• Experience in B2B SaaS or similar software environments.
• Ability to influence across Director- and VP-level leaders.

Responsibilities

• Onboard customers and plan implementation readiness.
• Build and execute customer support plans.
• Lead early adopter pilots and ensure successful launches.
• Monitor adoption, usage, and feedback for both internal and employee AI tools.
• Coordinate internal training for digital and AI initiatives.
• Capture feedback and adoption barriers for product success.
• Prioritize projects and measure value of internal AI initiatives.
• Ensure organizational readiness for adoption and value realization.

Skills

Customer Success

Digital Product Knowledge

Change Management

Cross-Functional Leadership

Onboarding & Adoption

Stakeholder Engagement

Job description

TDW is seeking a Business Relationship Manager for Digitalization & AI in Finance to own the customer and employee experience from pre-launch through onboarding and value realization.

You will coordinate across Product, Engineering, Data & AI, Commercial, and Support to ensure readiness, resolve issues, capture feedback, and drive sustained adoption of TDW's digital tools.

Strong communication with Director- and VP-level stakeholders is essential to articulate ROI and drive customer outcomes.