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As a Client Success Manager, this individual acts as the single point of contact between internal executive stakeholders and highly technical analytics / data science teams. This role owns end‑to‑end delivery of human‑centric AI products used in contact center environments, including ideation, design, testing, lab deployments, executive rollout, and post‑implementation optimization. The CSM must be able to translate business problems into analytics and AI solutions, guide clients on when AI is or is not appropriate, and lead innovation efforts at scale.
Core Responsibilities:
- Serve as primary client-facing lead for internal executives across customer operations and contact centers
- Own ideation, design, testing, lab deployments, and rollout of AI‑driven analytics solutions
- Lead innovation labs, pilots, and randomized control testing
- Support prototype environments and in‑person deployments
- Partner with business analysts, data scientists, and engineering teams (often 50-60+ contributors simultaneously)
- Drive executive adoption, creating champions across leadership teams
- Balance workload across multiple clients with fast‑changing priorities
- Clearly explain:
- Small vs. large models
- Structured vs. unstructured data
- Human capital vs. digital labor
- AI vs. non‑AI solutions
Must Haves:
- 5+ years of Client Success experience in analytics, data science, or AI‑driven environments
- Strong contact center experience (IVR, customer operations, call centers)
- Proven ability to lead enterprise‑level initiatives with executive stakeholders
- Solid understanding of:
- Machine learning concepts
- GenAI & agentic automation
- NLP and unstructured data
- Experience supporting AI‑based products that require human adoption and implementation
- Ability to push back and advise when AI is not the right solution
- Confident leading testing, labs, pilots, and innovation initiatives
- Exceptional executive presence – polished, professional, credible (traditional / “old school” exec environment)
- ~10% travel required for in‑person deployments
- Locations include CO Springs, TX, FL, STL, Charlotte, Greenville
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