Senior AI Customer Success Manager

If you are here, it is because you know that we are looking for a Senior AI Customer Success Manager . indigo.ai is the leading platform in Italy for building next-generation AI Agents that transform the way companies communicate with their customers. Since 2016, we’ve been helping enterprises in industries such as finance, insurance, utilities, retail, and e-commerce to evolve their Customer Experience through conversational AI. We don’t just “sell software”: we enable a shift in how organizations interact with people, automating millions of conversations every year, reducing operational costs, improving conversion rates, and creating more personalized, scalable, and compliant customer journeys. Backed by a recent €10 million investment from Azimut, we are on a mission to take this technology global. This is a unique opportunity to join a well-funded, highly ambitious team and play a direct role in shaping the future of enterprise AI. To make this happen, we are looking for a Senior AI Customer Success Manager to support our Head of AI Solutions in championing our clients’ success, guiding them through complex implementations and ensuring they derive maximum value from our cutting-edge AI solutions over the long term. What are we looking for? We’re looking for a Senior AI Customer Success Manager to drive success for our most strategic clients. You’ll work closely with portfolio of a major enterprises across various industries and use cases. This means navigating complex organizations, engaging senior stakeholders, and ensuring our AI solutions deliver tangible, measurable business impact. The role sits within the Customer Success team and works closely with Sales, Product, AI Implementation and AI Engineering teams. You’ll act as a trusted advisor for client leadership, combining strategic thinking with strong execution skills. You will coordinate multiple stakeholders, translate business needs into actionable initiatives, and ensure adoption of our AI solutions across complex operating models. This position is ideal for someone with a strong consulting and digital transformation background , who thrives in enterprise environments , is comfortable managing structured programs, and enjoys turning AI and GenAI initiatives into real operational and financial value.

Key Responsibilities

• Project Leadership: Lead and coordinate end-to-end AI initiatives, from initial scoping and planning to launch and continuous optimization. Manage timelines, dependencies, stakeholders, and risks to ensure smooth delivery within complex, multi-team environments.
• Strategic Account Management: Build and maintain trusted relationships with senior client stakeholders (including C-level), acting as the main point of contact and strategic advisor throughout the partnership.
• Internal Collaboration: Work closely with AI Implementation Managers (platform configuration), AI Engineers, Sales, Product, and Technical Support teams to align priorities, manage delivery, and resolve issues efficiently.
• Value Realization: Guide clients through adoption and scaling of AI Agents by monitoring performance metrics, identifying optimization opportunities, and supporting ROI measurement, business case evolution, and long-term value realization.
• Client Retention & Growth: Ensure high client satisfaction and long-term retention, while proactively identifying opportunities for expansion, upselling, and broader adoption of indigo.ai solutions.
• Voice of the Customer: Collect and structure client feedback, translating it into actionable insights for Product and Engineering teams to help shape the evolution of the indigo.ai platform.

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  Experience:
  4+ years of experience in Consulting, Customer Success or Program/Project Management, ideally in SaaS, digital transformation, or AI-driven initiatives. Proven ability to manage complex projects with significant organizational and technical components.
• Enterprise & Consulting Background: Hands-on experience working with large enterprise clients, managing structured programs, coordinating multiple workstreams, and operating in environments with formal governance and senior stakeholder engagement.
• Industry Exposure: Experience in complex, regulated industries (e.g. Financial Services, Insurance, Telco, Manufacturing) is strongly valued.
• Stakeholder Management: Demonstrated ability to engage and influence senior stakeholders (including C-level), manage expectations, and operate effectively in high-pressure or ambiguous contexts.
• Project & Program Management
  
  Skills:
  Strong planning, coordination, and execution capabilities, with the ability to keep initiatives on track across internal and client teams.
• Analytical & Business Mindset: Comfortable working with data, KPIs,