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
.

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.

Now we are on a mission to scale this technology globally. To do so, 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 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 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 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 platform.

You will need:

• 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 Energy & Utilities or similarly 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, and performance metrics to assess adoption, support decision-making, and recommend improvements or next steps.
• Tech Curiosity & AI Enthusiasm: Genuine interest in Artificial Intelligence and Generative AI, with the ability to understand how these technologies can drive process optimization, new ways of working, and measurable business outcomes.
• Languages: Fluency in Italian and English (C1+).

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

• Direct experience with AI, GenAI, chatbot, or automation platforms
• Experience in consulting firms or large-scale digital transformation programs
• Familiarity with CRM and Customer Success tools (e.g. HubSpot, Salesforce, Planhat)
• Proficiency in an additional language, ideally Spanish

Our values:

At we prize Vision (curiosity and courage to challenge the status quo), Connection (empathy, candor, and trust), Responsibility (ownership, reliability, and follow-through), and Excellence (the habit of raising the bar and refining until it's right). If you naturally think ahead, build strong relationships, take accountability, and obsess over the quality of what you deliver, we're probably a great match.

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 performance-based Bonus.
• A flexible, remote-friendly work environment.
• Meal vouchers and welfare programs to support your everyday life.
• Access to a dedicated education budget for continued learning and growth.
• Career Development Plan, ensuring a clear path for both personal and professional growth.
• Top-grade equipment, which may include a MacBook Air, iPhone, and other top-tier devices.
• Unlimited coffee.
• Company retreats in stunning locations throughout the year.

Where is the work?

This position is
fully remote
, so there's no need to be in a specific location to do your work.

However, the role does require
availability to travel to Rome when needed
to collaborate in person with one of our most important clients.

That said, we have an amazing office at SPACES, Piazza Gae Aulenti 1/Torre B in Milan, available to anyone who wants to use it. We also love getting together and organize various retreats and meetups throughout the year to stay connected.

Why join us?

At you'll be part of a fast-growing SaaS company where your ideas and work can turn into products used by millions. Join us and you'll:

• Work with the most advanced AI technologies, shaping how enterprises across industries engage with their customers.
• Be part of a dynamic and passionate team, where everyone has a direct impact on company growth.
• Grow in a culture that values transparency, continuous learning, and career development, with clear paths for personal and professional progression.
• Enjoy a flexible, people-first environment, with remote-friendly policies, stunning retreats, and a strong focus on well-being.
• Contribute to our mission of reshaping how companies and people communicate worldwide.