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 based in Rome.

Since 2016, has been using AI to improve the customer experience for companies. All the best stories start with great conversations: the best relationships, whether personal or professional, are precisely those in which we can communicate, listen to each other, and understand each other. However, if we think about the relationship between consumers and companies, this kind of relationship is often still a mirage. It is from this insight that we have chosen to help companies bring the magic back to the communication between companies and users Through our artificial intelligence platform, we have automated millions of conversations through AI Agents, improving the business metrics of all our clients in any industry.

Our goal is to extend this technology on a global scale. To achieve this, we need a dedicated Senior AI Customer Success Manager to champion 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 a major enterprise in the Energy & Utilities sector while also supporting a portfolio of clients across other industries and use cases. This means navigating complex organizations, engaging senior stakeholders, and ensuring our AI solutions deliver measurable impact.

You'll act as a trusted advisor, working closely with client leadership, coordinating multiple stakeholders, and driving adoption of our solutions.

This position is perfect for someone with a consulting mindset, who thrives in complex enterprise environments, and loves turning AI projects into real business impact.

Key Responsibilities:

• Project Leadership: Lead and coordinate the implementation of AI solutions, managing timelines, stakeholders, and resources to ensure smooth launches and continuous improvement.
• Strategic Account Management: Build and maintain strong relationships with senior client stakeholders, acting as their main point of contact and trusted advisor.
• Internal Collaboration: Work closely with AI Implementation Managers (who handle platform configuration), AI Engineers, Sales, Product and Technical Support teams to ensure client needs are met, projects stay on track, and technical issues are resolved efficiently.
• Value Realization: Proactively monitor adoption and performance metrics, identify opportunities for optimization, and guide clients in maximizing ROI from their AI Agents.
• Client Retention & Growth: Ensure satisfaction and long-term retention, while identifying opportunities for expanded collaboration.
• Voice of the Customer: Provide structured feedback to our Product and Engineering teams, helping shape the future of the platform.

You will need:

• Experience: 4+ years in Customer Success, Account Management, or Consulting, ideally within SaaS, digital transformation, or AI projects. Proven background in roles that combine consulting expertise with technology delivery and in managing complex projects with significant technical implementation phases.
• Industry Knowledge: Experience working with enterprise clients in Energy & Utilities or similarly complex industries.
• Consulting Mindset: Ability to navigate complex organizations with many stakeholders, anticipate challenges, and drive consensus at all levels.
• Stakeholder Management: Proven track record of managing senior (C-level) client relationships and navigating difficult or high-pressure contexts.
• Project Management: Strong organizational and coordination skills to keep projects on track across multiple teams.
• Analytical Mindset: Comfortable using data to evaluate performance, track adoption, and recommend improvements.
• Tech Curiosity & AI Enthusiasm: Genuine interest in Artificial Intelligence, particularly Generative AI, and how it can solve real-world business challenges for clients.
• Languages: Proficiency in Italian and English (C1+).

We will really like (but they are not required):

• Direct experience working with AI, chatbot, or automation platforms.
• Familiarity with CRM software (HubSpot, Salesforce, Planhat).
• Proficiency in an additional language, ideally Portuguese, is a plus.

What do we offer?

• A young, dynamic work environment with a strong focus on employee well-being and satisfaction.
• A competitive salary commensurate with experience.
• A flexible, remote-friendly work environment.
• Access to a dedicated education budget for continued learning and growth.
• Daily meal vouchers and annual fringe benefit.
• Career Development Plan, ensuring a clear path for both personal and professional growth.
• High-quality equipment provided, including a MacBook Air and an iPhone.
• Unlimited coffee
• Company retreats in stunning locations throughout the year.

Where is the work?

is a remote-first company. This position follows a remote model, but requires being based in Rome to collaborate in person with one of our most important clients when needed.

We also love connecting in person at our Milan office (SPACES, Piazza Gae Aulenti 1/Torre B), where we regularly meet to collaborate. Plus, we host company-wide retreats and meetups throughout the year to stay connected with our fully remote teammates.

Why join us?

• Help build an AI native product and empower companies to create advanced AI solutions
• Work at the cutting edge of AI, collaborating with some of the brightest minds in the industry
• Enjoy flexible remote work, team retreats in beautiful locations, and a supportive environment that values your voice and ideas.

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