Sr. AI Customer Success Manager

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home.  Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.

Job Description

The AI Customer Success Manager operates as an overlay enablement and adoption strategist across regional Customer Success (CS) teams. As AI-powered products mature into General Availability (GA) and sustained operations, this role ensures customers rapidly achieve value, build trust, and drive continuous usage. 

You will act as a trusted advisor to help clients activate, integrate, and maximize value from our AI platform. The ideal candidate possesses a unique blend of technical curiosity, consultative skills, and data literacy. Your primary metrics of success will be AI product adoption, AI-specific Net Revenue Retention (NRR), and AI customer referenceability.

Location: Remote with up to 25% Regional Travel

Core Responsibilities

AI Adoption & Enablement

• AI Coaching: Deliver human enablement, teaching users best practices for AI value realization, including workflow configuration and effective prompt engineering.
• Data Contextualization: Assist clients in configuring the AI to properly reflect their specific industry, data schemas, and domain terminology.

Cross-Functional Collaboration

• Product Feedback: Act as the voice of the customer, capturing user friction points to directly influence the product roadmap.
• Technical Escalations: Partner with Solutions Engineers and Support to quickly resolve complex technical issues or data anomalies.
• Playbook Development: Document successful implementation patterns to scale best practices across the CS organization.

New Product Launch and Customer Onboarding 

• Customer Onboarding: Monitor PS-led implementation projects for AI-powered products across the region as go-live milestones approach.  Support CSMs and customers through technical onboarding processes to minimize friction points at this critical stage.
• Customer Enablement: Post Go-Live, design and deliver end-user training, tactical playbooks, customer office hours, and workflow integration sessions for regional CS teams and end-users.
• Phase Handoff to CS: Consume handoff briefs to understand customer nuances, edge cases, and field reality before taking operational ownership.
• Early Escalation: Identify and escalate launches falling below baseline metrics to prevent sustained adoption failure.

Sustained AI Operations 

• Monitor Adoption Metrics:  Develop deep expertise in available AI product metrics. Work with Agent Ops if the customer, the CSM and/or the Agent Ops team identifies issues with agent behavior.
• Ongoing Relationship & Usage Health: Partner with Regional Customer Success Managers (CSMs) to maintain continuous usage and relationship health across established enterprise accounts.
• In-Product & Operational Enablement: Continuously provide end-user guidance, tips, and workflow optimization to ensure long-term retention.
• Field Signal Feedback: Capture ongoing customer feedback and usage signals, feeding them back to Product Operations and Engr to continuously improve the core platform.

Strategic Value Attribution - Capacity Reallocation & Organizational Change

• Capacity Reinvestment Coaching: Partner with customer executive sponsors and operational leaders to track capacity freed by AI agents (e.g., 10,000+ hours annually across buying and AP teams) and establish structured workflows for reinvesting time into strategic projects.
• Behavioral & Process Mindset Shift: Guide customer teams away from manual, reactive tasks (e.g., chasing past-due POs, re-keying ERP data, manual quote entry) toward proactive, exception-based decision making and strategic supplier/customer management.

Adoption Rescue Playbook 

• Ownership: Lead the recovery strategy when adoption drops driven by enablement challenges like low AI trust or training gaps. 
• Identify Root Causes: Work with Product and Engineering to analyze user feedback, performance scores, and usage data to figure out why adoption dropped. 
• Execution & Measurement: Roll out tailored training, workflow updates, and change management initiatives, measuring success at the 30-day checkpoint. 

Qualifications

Technical & Analytical Skills

• Manufacturing & Operational Domain Acumen: Solid understanding of strategic sourcing, Sales Ops, supply chain risk management, inventory optimization, and shop-floor/back-office productivity levers.
• AI Literacy: Solid understanding of artificial intelligence concepts, large language models (LLMs), or data analytics infrastructure.
• Data Fluency: Ability to interpret data trends, run basic data queries (e.g., SQL, Excel), and build clear reporting frameworks.
• Product Adaptation: Highly capable of mastering a rapidly evolving, technical product ecosystem.
• Knowledge of CRM Software & CS Platform

Soft Skills & Core Competencies

• Communication: Exceptional presentation skills to translate dense technical AI processes into clear business value.
• Ambiguity Management: High adaptability to navigate shifting requirements in a fast-paced, high-growth startup environment.
• Relationship Building: Natural ability to build deep customer trust and diffuse escalations empathetically.

Experience & Education

• Professional History: 5+ years in customer-facing or operational roles (e.g., Customer Success, Technical Account Management, Management Consulting, or Operations), ideally within manufacturing, supply chain, or enterprise SaaS environments.
• Domain Exposure: Practical experience with manufacturing/supply chain workflows (e.g., sourcing, AP/procurement, inventory management, Sales Ops) alongside exposure to enterprise AI/ML platforms, developer tools, or business process automation.
• Education: Bachelor's degree in Business, Computer Science, Data Analytics, or a related field (or equivalent practical experience).

Availability and Travel:

Flexible hours that may vary day to day, based on customer needs and milestones.
Up to 25% domestic travel, for customer visits, industry conferences and QAD meetings.
Occasional international travel.

The role is remote located in the UK/ US

Additional Information

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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