Client Success Manager, Artificial

• This opportunity is ideal for a proactive professional with a background in customer success, account management, or project management
• Comfortable managing multiple clients or tasks simultaneously, with experience in Client Success, Account Management, or a related support role
• Exposure to project coordination or project management activities
• 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

Desirable

• We’re expanding our team to meet the growing needs of our client base and are looking for a 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 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
• High value/ enterprise level client onboarding and solution delivery: Assist in the onboarding and integration process, ensuring smooth delivery from Commercial handover to go-live and into BAU steady state
• SMB client onboarding and solution delivery: Lead in the onboarding and integration process as described above
• Build client relationships: Support the development of positive relationships with client stakeholders, coordinating activities to understand their business objectives and workflows
• Advocate client needs internally: Work closely with Product, Solutions Engineering, and Client Success teams to relay client feedback, support implementation plans, and highlight opportunities for improvement
• Assist in project coordination: Support project managers in defining scope, timelines, and milestones; help coordinate internal and client resources to ensure timely delivery of product configurations and integrations
• Coordinate testing and training: Assist in running user acceptance testing (UAT) and delivering client training sessions, both remotely and on-site, ensuring clients are prepared for go-live
• Support go-live and BAU transition: Help transition clients from implementation to business-as-usual operations, maintaining clear documentation and supporting ongoing client satisfaction
• Monitor client engagement: Support the team in tracking platform usage, integration performance, and operational metrics, helping to identify opportunities for optimisation
• Contribute to continuous improvement: Collect client feedback, assist with change requests, and support the development of tools, processes, and insights to improve client experience and delivery efficiency
• Collaborate cross-functionally: Work closely with Support, Product, and Engineering teams to help resolve live issues and support SLA commitments
• Represent the company externally: Assist in client meetings, workshops, and industry events as required, reflecting the company’s commitment to client success
• In your first three months, you’ll focus on learning, supporting client engagements, and demonstrating initiative. Specifically, you will:
• Support at least one high value/ enterprise level client relationship, either new or existing, under the guidance of a senior CSM
• Begin to lead on SMB client accounts
• Build rapport with client stakeholders, acting as a dependable point of contact for day-to-day questions and updates
• Assist in planning and coordinating a new client onboarding project, collaborating with Product, Development, and Solutions Engineering teams
• Help manage development and support requests from clients, ensuring timely communication and resolution
• Collaborate with internal teams to help identify issues and contribute to effective solutions
• Support the delivery of high-quality client deliverables, ensuring timelines and scope are maintained
• Maintain proactive communication with clients, providing updates and flagging potential risks to senior team members
• Begin contributing to internal processes, documentation, and reporting frameworks that provide useful insights for clients and the team