AI-First Customer Success Manager

Location: Remote (Europe) or Hybrid – Vienna

Company: SmartScale | Recruiting AI-First Talent for Innovative Companies

About SmartScale

At SmartScale, we help innovative companies build future-ready teams. We specialize in recruiting AI-First talent — professionals who think and work differently because they use AI as a strategic advantage.

Our clients are fast-scaling startups and tech companies transforming how work gets done.

We’re currently seeking a Customer Success Manager for one of our clients — a modern SaaS company redefining how organizations scale through intelligent automation and human-AI collaboration.

About the Role

As a AI-first Customer Success Manager, you’ll own the full post-sales relationship — ensuring customers realize measurable value from the platform, renew successfully, and expand over time.

You’ll combine classic customer success excellence — empathy, relationship-building, and strategic guidance — with AI-First skills that help you operate smarter, faster, and more insightfully.

Your job is to make customers successful — not just through human touch, but through intelligent systems that scale impact.

Your Core Responsibilities

Customer Relationship & Value Delivery

• Act as the trusted advisor for a portfolio of enterprise and mid-market customers.
• Lead onboarding, adoption, and enablement processes, ensuring customers achieve their business goals.
• Conduct regular check-ins, business reviews, and strategic conversations with decision-makers.
• Manage renewals, identify upsell opportunities, and mitigate churn risks early.

Operational Excellence & Insights

• Translate customer feedback into actionable insights for Product and Sales.
• Build and maintain a robust understanding of the customer journey, usage metrics, and success outcomes.
• Use CRM/CSM tools (e.g., HubSpot, Gainsight, Intercom, Planhat, etc.) to document activity and track health scores.
• Develop success playbooks, onboarding templates, and scalable knowledge bases.

AI-First Enablement

• Automate repetitive workflows (e.g., renewal reminders, QBR prep, NPS summaries) using AI and automation tools like ChatGPT, Zapier, n8n, or Notion AI.
• Leverage AI to analyze customer data, segment accounts, and identify adoption trends.
• Use AI co-pilots for insight generation and customer engagement while maintaining authenticity and accuracy.
• Champion responsible and transparent AI use within the customer experience.

AI-First Competencies

• Prompt-writing & reasoning: Craft prompts that extract insights or summaries for customer interactions.
• Workflow automation: Connect data and tools to reduce manual admin.
• Data literacy: Understand usage data and interpret AI analytics.
• Critical & ethical AI use: Review AI output, ensure accuracy, and apply responsibly.

Your Profile

• 3–5+ years of Customer Success, Account Management, or Consulting experience in SaaS.
• Strong communication and stakeholder management skills — you can speak to executives and end-users alike.
• Analytical mindset with the ability to translate data into customer strategy.
• Tech-savvy and curious — you’re comfortable exploring new tools and testing automation.
• Proven ability to manage renewals, identify expansion opportunities, and influence product adoption.
• Fluent in English (other European languages a plus).
• Entrepreneurial, adaptable, and motivated by customer impact.

Why You’ll Love This Role

• Join a company that truly lives the AI-First philosophy — blending innovation with human connection.
• Shape how modern Customer Success operates in the AI era.
• Work with forward-thinking customers who embrace experimentation and growth.
• Flexible, remote-friendly environment with a culture of learning, autonomy, and performance.

How to Apply

Send us your CV or LinkedIn profile — no cover letter needed.

In your application, tell us briefly how you’ve used AI or automation in your daily work (e.g., automating reports, summarizing customer feedback, or preparing QBRs).