Technical Manager – Customer Success (AI Field Services | AI & ML) | USA-Remote

3 мес. назад

USASeniorRemote

aimachine learningsaasintegrationcustomer success management

Manage customer success with technical expertise in AI and SaaS, driving implementation and optimization of AI-powered service solutions.

We are looking for a highly technical Customer Success Manager who combines strong customer-facing skills with hands-on expertise in AI technologies, enterprise SaaS platforms, integrations, and service operations .
This is not a traditional Customer Success role. The ideal candidate will act as a trusted advisor to customers while driving the implementation, adoption, and optimization of 's AI-powered solutions.
You will work directly with customer service leaders, field service organizations, IT teams, architects, and engineering stakeholders to deploy and operationalize AI solutions that improve service outcomes and business performance.
You will lead:
Customer onboarding and implementation of AI solutions
Integration of CRM and service management platforms with products
Data onboarding and enterprise integrations in collaboration with customer and internal engineering teams
AI solution deployment, configuration, testing, and adoption
Customer workshops and technical solution reviews
Definition and measurement of ROI, business outcomes, and adoption KPIs
AI-powered service transformation initiatives for customer service and field service teams
Executive stakeholder management and customer success planning
Contract renewals, expansion opportunities, and cross-functional collaboration with sales teams
Product feedback and enhancement recommendations based on customer requirements
Demonstrations of new AI, Agentic AI, and Resolution Intelligence capabilities

5–8 years of experience in Customer Success, Solutions Engineering, Technical Account Management, Professional Services, or Enterprise SaaS implementations
Proven experience working with enterprise SaaS products, preferably in AI, analytics, automation, or service management domains
Strong understanding of AI/ML concepts, LLMs, NLP, Agentic AI, and enterprise AI deployments
Experience working with Field Service, Customer Service, Contact Center, or Service Operations organizations
Experience managing enterprise software implementations and cross-functional programs
Ability to engage both technical and business stakeholders
Strong analytical and data-driven decision-making skills
Experience managing globally distributed teams and customer programs
Bachelor's degree in Technology, Engineering, Computer Science, or Business Management

Experience with Salesforce, ServiceNow, Microsoft Dynamics, Oracle CX, or other CRM platforms
Exposure to AI implementations involving LLMs, RAG, Agentic AI, and Knowledge Management systems
Experience supporting Field Service organizations, Service Operations teams, or Technical Support environments
Understanding of APIs, integrations, and enterprise data ecosystems

.ai is a fast-growing SaaS company with category-defining AI solutions for customer service, backed by top VCs and a stellar group of angel investors and advisors. Our AI-powered Resolution Intelligence platform helps enterprises make accurate service decisions at scale by leveraging structured data, unstructured data, LLMs, and Agentic AI to diagnose and resolve complex issues in seconds.
We serve some of the world's leading organizations across high-tech, manufacturing, telecommunications, medical devices, industrial equipment, and field service operations.
AI, Generative AI, Agentic AI, LLMs, and NLP technologies
Enterprise SaaS implementations and customer onboarding
Field Service, Customer Service, and Service Operations workflows
CRM platforms such as Salesforce, ServiceNow, Microsoft Dynamics, and Oracle CX
Enterprise integrations, APIs, and data onboarding
Technical solution design and deployment
Change management and user adoption programs
Customers successfully adopt and scale AI solutions
AI-powered workflows drive measurable improvements in service KPIs
Strong executive relationships and customer advocacy
Successful enterprise deployments and long-term customer retention
Expansion of AI use cases across customer organizations
At .ai, you'll help shape how enterprises use Agentic AI to transform customer service, technical support, and field service operations at scale.