Senior Client Success Manager, Artificial

• If you're looking to do meaningful work that’s already changing the industry for the better, we’d love to hear from you
• This opportunity is ideal for a proactive professional with a background in customer success, account management, or project management
• Adept at handling multiple clients simultaneously, experience working in the Client Success or Account Management space
• Project management experience and skills
• Strong analytical and problem-solving skills, with the ability to gather requirements and support data-driven insights
• Experience documenting processes, workflows, or client requirements
• Ability to communicate complex technical concepts in a simple and clear manner for clients
• Familiarity with Google Suite, Notion, Slack, Figma, or similar collaboration tools is advantageous
• Self-starter with strong interpersonal, communication, collaboration and presentation skills
• Comfortable working in a fast-changing start-up environment with all the ambiguities this presents: flexibility will be needed
• Happy to travel to client sites for meetings as required
• Appetite to learn and grow with the company
• Keen to knowledge share and identify improvements across the business
• Think you don’t meet every requirement? Please apply anyway. We value potential as much as experience, and we know that raw talent counts

Desirable

• We’re expanding our team to meet the growing needs of our client base and are looking for a Senior Client Success Manager to lead the engagements from initial planning through implementation and into business-as-usual operations
• A core focus of this role is ensuring a high-quality service experience that delivers real value and successful outcomes for our clients
• This role is central to our purpose: to build incredible client relationships to drive impactful adoption of Artificial products, increasing client retention and creating advocates
• As a Senior Client Success Manager, you’ll collaborate closely with our Commercial, Product Management, and Solutions Engineering teams, while working directly with clients to ensure seamless delivery and long-term success
• Lead client onboarding and solution delivery: Manage the end-to-end onboarding and integration process for new clients, ensuring seamless project delivery from Commercial handover to go-live and into BAU steady state
• Build trusted client partnerships: Develop strong relationships with client stakeholders, coordinating activities to understand their business objectives, workflows, and integration requirements to drive successful solution adoption
• Champion client needs internally: Act as the client advocate within Artificial, collaborating with Product, Solutions Engineering, and Client Success teams to shape implementation plans and influence product enhancements
• Own implementation project management: Define project scope, timelines, and milestones; coordinate internal and client resources to ensure timely, high-quality delivery of product configurations and integrations
• Coordinate testing and training: Oversee user acceptance testing (UAT) and deliver client training sessions, both remotely and on-site, ensuring readiness for launch and ongoing product proficiency
• Manage go-live and transition to BAU: Responsible for transitioning a client from implementation to business-as-usual (BAU) operations, ensuring smooth transition, clear documentation, and ongoing client satisfaction
• Monitor performance and engagement: Proactively analyse platform usage, integration performance, and operational metrics to identify optimisation and growth opportunities
• Drive continuous improvement: Capture client feedback, manage change requests, and provide structured insights to enhance client experience, delivery processes, and product capabilities
• Collaborate cross-functionally: Partner closely with Support, Product, and Engineering teams to triage and resolve live issues, ensuring SLA adherence and continuous improvement of service quality
• Represent the company externally: Act as the company’s ambassador in client meetings, workshops, and industry events
• In your first three months, you’ll focus on establishing credibility with clients and internal teams by demonstrating strong ownership, collaboration, and delivery discipline
• Take full ownership of at least one client relationship, whether a new onboarding or an existing account
• Build direct, trusted relationships with client stakeholders, acting as their primary point of contact from early onboarding stages
• Plan and lead a new client onboarding project, collaborating closely with Product Managers, Developers, and Solutions Engineers to deliver product configurations and integrations effectively
• Manage development and support requests from existing clients, ensuring timely and transparent resolution
• Work collaboratively with clients and cross-functional teams to identify root causes and deliver effective, sustainable solutions
• Ensure all deliverables meet agreed quality standards, timelines, and scope requirements
• Maintain proactive client communication, providing regular progress updates and escalating risks or dependencies as needed
• Begin shaping operational processes, documentation, and reporting frameworks that generate meaningful insights for both clients and internal stakeholders

• As part of our hiring process, we’ll carry out some background checks. These may include a criminal record check, reviewing your credit history, speaking with previous employers and confirming your academic qualifications