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Salary: USD 160,000 - 200,000 / annual
Coworker.ai is seeking an experienced Customer Success Manager to own customer outcomes for mid-market and enterprise organizations using its AI platform. The platform delivers enterprise-grade chat, cowork, and code capabilities at 80% lower cost with identical output quality, powered by a context graph that understands work and company operations.
In this role, you will drive adoption, retention, and growth across a portfolio of AI-forward accounts. You'll navigate complex, multi-stakeholder customer environments, align solutions with executive-level strategic goals, and serve as the voice of the customer internally.
Key responsibilities include:
- Delivering customer value by understanding business objectives and ensuring measurable value realization from the platform
- Building multi-threaded relationships with customer stakeholders and executive sponsors to establish trusted advisor status
- Driving product adoption through best-practice recommendations, quarterly business reviews (QBRs), and success plans
- Identifying and executing upsell and cross-sell opportunities for account expansion
- Proactively monitoring account health using usage metrics, support signals, and engagement data; flagging risks early and executing mitigation plans
- Pushing customers to adopt best practices and make decisions that benefit their organization through consultative influence
- Leveraging technical aptitude and project management skills to solve complex issues internally and externally
- Partnering with Product, Engineering, and Support teams to escalate issues, advocate for customer needs, and influence roadmap priorities
- Developing and maintaining accurate forecasts for retention, expansion, and health scores; delivering weekly account reviews
This is a hybrid role based in San Francisco or Atlanta with flexibility. The company is a fast-scaling startup with a powerful product-led growth engine and rapidly growing enterprise pipeline.
REQUIREMENTS:
- 3+ years in Customer Success, Account Management, or related role in SaaS or AI
- Experience with horizontal, technical, or AI-native products
- Track record of managing a portfolio of accounts with measurable retention and expansion outcomes
- Comfort with ambiguity and a builder mindset
- AI fluency: hands-on experience with AI tools beyond basic chat (Claude, ChatGPT, Cursor, etc.); deep understanding of enterprise AI landscape; ability to position solutions within broader AI strategy
- Strong technical aptitude; ability to navigate product capabilities and integration discussions
- Data-driven approach to customer health and adoption
- Excellent written and verbal communication skills
- Authorization to work in the US
