Sr Manager - Customer Success

As a member of Uniphore’s Customer Success team, the Senior Manager, Customer Success will serve as a strategic advisor and growth partner to enterprise clients. This role blends executive-level client engagement, AI expertise, and hands on consulting background to ensure successful delivery, adoption, and long-term value realization of AI solutions. This role bridges the gap between technical capabilities and business needs, ensuring customers achieve their goals and maximize their return on investment.

• Drive customer success outcomes by developing key Customer Success metrics such as Value Realization, key performance metrics, gross renewals rate, net retention, adoption, customer health, churn rate and customer health score. Work with Product and platform teams to improve SaaS telemetry and gain real time understanding of the pulse of the customer.
• Drive adoption, satisfaction, and long-term value through combining technical expertise and customer-facing skills.
• Own executive-level relationships with key enterprise clients, serving as a trusted advisor for AI strategy, implementation, and value realization.
• Lead complex customer engagements focused on deploying AI and data-driven solutions across business functions.
• Develop tailored success plans and roadmaps that align AI capabilities with customer business objectives.
• Partner with Sales, Product, Engineering, and Delivery teams to ensure seamless implementation and continuous improvement.
• Drive customer adoption, expansion, and retention through strategic planning, outcomes tracking, and executive business reviews.
• Establish best practices for enterprise customer success, from onboarding to renewal, with a focus on scalable AI impact.
• Serve as a thought leader internally and externally on AI use cases, responsible AI practices, and digital transformation strategies.
• Provide feedback to product teams to influence the roadmap based on client needs and industry trends.
• Championing the broader Uniphore Business AI Cloud Platform within your portfolio, driving adoption of the deep data and AI capabilities that enable business transformation.

• 8+ years of experience in customer success, professional services, or consulting with a focus on enterprise technology solutions.
• 5+ years of experience working directly with AI products, platforms, or services in an advisory or delivery capacity.
• 5+ years’ experience engaging end users through C-Suite Executives, in both casual and formal professional settings.
• Consistent record of accomplishment in delivering ROI, exceeding retention, customer satisfaction, and advocacy targets.
• Proven record of accomplishment of managing complex client relationships, leading multi-stakeholder engagements, and delivering measurable outcomes.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing, or retail where AI has significant business impact.
• Proven Track record of AI Consultancy and driving growth and adoption of SAAS solutions.
• Deep understanding of AI solution architectures, business applications of AI, and change management related to AI adoption.
• Strong strategic thinking, executive communication, and client-facing presence.
• Experience working with cloud platforms (AWS, Azure, GCP) and AI services (e.g., OpenAI, Tensor Flow, Hugging Face, etc.).
• Familiarity with enterprise software delivery life cycles, success metrics, and ROI frameworks.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Client-Centric & Empathetic:
  You genuinely care about your clients. You listen actively to their needs and put yourself in their shoes to anticipate issues and opportunities
• Bachelor's or master's degree in business, Computer Science, Engineering, Data Science, or related field; MBA or advanced degree preferred.
• Ability to travel at least 25% of the time.

• You help enterprises do more than just adopt AI—you help them transform. With a solid foundation in AI strategy, implementation, and optimization, you have guided large organizations through complex, cross‑functional journeys. Whether it is customer…