Customer Success Manager

About Modern.ai Modern.ai is a business intelligence platform powering some of the most sophisticated brands in e-commerce today. Since launching in March 2025, we have tracked billions of dollars in revenue across hundreds of brands, including celebrity-led brands and some of the biggest names in modern e-commerce. Our platform sits at the intersection of attribution, analytics, automation, AI, and revenue operations. We work with elite operators who care deeply about performance, data integrity, and speed. You will be representing a product with real scale, real customers, and real expectations. The Role We are hiring a Customer Success Manager to own the customer experience from the first demo through long-term success. This is not a passive support role. This is a front-line revenue, retention, and adoption role. You will run demos, support customers, nurture pipeline opportunities, build customer-facing materials, and act as a direct extension of sales, product, and leadership. You will work closely alongside the CEO and leadership team. What You Will Do Customer Demos and Onboarding • Run confident, polished live product demos for inbound leads and prospects • Tailor demos and presentations based on customer sophistication and use case • Build and customize decks for demos, onboarding, QBRs, and follow-ups • Clearly explain workflows, dashboards, attribution, and performance metrics • Confidently answer technical and product questions live Customer Support and Retention • Serve as first-line support for customer questions and issues • Maintain fast, professional response standards • Triage issues and coordinate with product and engineering when needed • Proactively identify churn risk and intervene early • Build trusted relationships with high-value customers Sales Pipeline Nurturing • Follow up on inbound leads, trials, and warm prospects • Re-engage stalled opportunities with tailored outreach and materials • Maintain clean CRM records with clear next steps • Support expansion, upsells, and renewals • Partner with leadership to help close deals AI-Driven Execution and Internal Operations • Use AI tools daily to improve speed, clarity, and decision-making • Leverage AI for research, summarization, customer insights, and documentation • Create customer-ready decks and materials efficiently using AI-assisted workflows • Keep immaculate CRM, support, and account notes • Surface actionable customer feedback that influences product direction • Improve internal processes, playbooks, and templates • Operate independently without hand-holding in a fast-moving startup Who This Role Is For This role is a strong fit if you are: • Happy, upbeat, confident, and highly personable • Professional and polished on video and live calls • Extremely organized and detail-oriented • Comfortable explaining technical concepts to non-technical users • Fluent with modern AI tools and productivity workflows • Strong at building clean, persuasive decks and presentations • Energized by startup pace and accountability • A self-starter who takes ownership instead of waiting for instructions This role is not a fit if you need heavy structure, slow pace, or narrow responsibilities Technical Expectations You do not need to be an engineer, but you must be technically competent. You should be comfortable with: • Dashboards and performance analytics • Attribution and performance metrics at a high level • AI tools for productivity, research, and presentation creation • Learning complex platforms quickly • Explaining workflows clearly and confidently If you are not organized, technical, and AI-fluent, you will not succeed in this role. Why This Role Is Different • Work directly alongside the CEO and leadership team • Engage daily with elite operators and high-profile brands • Represent a platform trusted with billions in tracked revenue • Influence product direction through real customer feedback • Grow with the company as it scales, not after the fact This is a front-row seat role for someone who wants responsibility and upside. Required Experience • 2 to 5 years experience in customer success, account management, sales, or solutions consulting • Proven experience running live software demos • SaaS experience strongly preferred • Experience with analytics, data platforms, or marketing technology preferred • Experience building customer-facing decks and presentations • Strong written and verbal communication skills • Comfortable using CRMs, AI tools, and modern SaaS platforms Application Instructions (Required) To be considered, you must submit: Your resume A short video submission (2 to 3 minutes max) covering: • Who you are and your professional background • Why you are excited about Modern.ai • How you approach customer conversations and demos • How you use AI tools in your day-to-day work • An example of learning a technical product quickly Applications without a video submission will not be considered. Bonus consideration for candidates who demonstrate confidence, clarity, preparation, strong sales presence, and polished presentation skills in their video. Please provide us with your loom link to your video when submitting your resume. Location, Compensation, and Benefits • Remote role, US-based • Miami-based candidates strongly preferred • Higher compensation for Miami-based candidates • Competitive base salary plus performance-based bonus • Health insurance and comprehensive benefits • Direct access to leadership and the CEO • Unlimited room for growth as the company scales Top performers will have a clear path into senior customer success, revenue operations, or sales leadership roles.