Customer Success Manager

Responsibilities

• Own the end-to-end customer relationship for strategic accounts, from onboarding through renewal and expansion
• Conduct deep-dive discovery to define customer objectives and operational requirements
• Guide customers in tailoring and optimising AI agent capabilities to solve operational challenges
• Use AI tools to draft QBR materials, summarise call transcripts, and flag account risk signals
• Proactively analyse performance data to track AI effectiveness and ensure measurable value
• Build and execute success plans tied to platform usage and business outcomes
• Identify and close expansion opportunities in collaboration with Sales
• Act as the voice of the customer to Product and Engineering teams
• Develop playbooks and best practices for AI-enabled customer success
• Monitor account health proactively to mitigate churn risk

Requirements

• 4+ years of experience in Customer Success, Account Management, or B2B SaaS
• Deeply customer-centric with a focus on measurable business outcomes
• Product-centric mindset with the ability to translate technical capability into business value
• Meaningful experience using AI tools to improve workflows
• Strong commercial instinct to navigate enterprise relationships and drive expansion
• Ability to thrive in a fast-paced startup environment with ambiguity
• Excellent communication skills for engaging with senior stakeholders

Benefits

• Market-leading compensation
• 25 days paid time off plus public holidays
• Share Options with a 5-year exercise window
• Free Thursday lunches at HQ and quarterly team events
• Top tier private health, vision, and dental coverage
• Learning & development budget
• Enhanced parental leave

About the Company

Humaans is building the next generation of infrastructure for the workplace. Evolving from a system of record into an AI-driven platform, Humaans connects workflows across HR, IT, Finance, and Operations to help scaling companies operate globally with greater confidence.