Senior Customer Success Manager

Fortune 500 clients and government agencies trust eGain AI knowledge solution to improve customer experience and reduce cost of service. Top rated by Gartner, eGain AI Knowledge Hub orchestrates AI and experts to deliver trusted answers to customers, agents, and field staff.

We dream big and sweat details. We are diverse, optimistic, and tenacious. We take pride in what we do but we don’t take ourselves too seriously. If work is fun for you, talk to us. We will not waste your time.

The enterprise world just woke up: trusted knowledge isn’t a nice-to-have—it’s the fuel AI runs on. At eGain, we’ve spent years building what Gartner calls the best AI-powered knowledge management platform on the market. Now we need a Senior Customer Success Manager who can turn that advantage into lasting partnerships and exponential growth.

You’ll be the strategic advisor our Global 2000 clients rely on as they navigate the biggest transformation enterprise software has seen in years. Knowledge management is exploding from back-office necessity to boardroom priority, and we hold the cards: marquee clients, proven SaaS architecture, and hybrid AI that actually delivers.

Your mission:
You’ll align our AI-powered knowledge platform to executive priorities, expand our footprint, and turn implementation wins into measurable business impact.

• Own the success of a portfolio of strategic enterprise accounts from onboarding through renewal.
• Build trusted advisor relationships with senior business and IT stakeholders. Translate their AI strategies into knowledge management roadmaps that deliver measurable ROI.
• Drive product adoption and identify expansion opportunities. Transform satisfied customers into vocal advocates and case study partners.

• Proven track record in customer success or consulting roles with enterprise B2B SaaS clients.
• Deep understanding of AI, automation, and the enterprise technology landscape.
• Proven ability to manage complex stakeholder relationships. Comfortable presenting business reviews to VPs and C-level executives.

The market is moving. Businesses are scrambling to make AI work, and they’re finally realizing garbage knowledge in means garbage decisions out. We’ve got the solution, the customers, and the momentum. We just need someone who can ensure our customers unlock the full potential of eGain.

• Aptitude section – this is a GRE style test (60 minutes or less)
• Functional section – this is a take-home test

Panel interview (in-person at eGain Newbury office)

Email your resumé to  with the position title “Senior Customer Success Manager” in the email subject.

Please note that the compensation package can vary based on the candidate’s qualifications and experience level.