Customer Success Manager

About Deliverance AI

Deliverance AI is the production AI platform company. We exist because 94% of enterprises fail to scale AI — not for lack of ambition or budget, but for lack of platform, governance, and delivery capability. We close the gap between AI investment and AI production for enterprises across regulated industries including pharma and biotech, financial services, retail, telecommunications, and logistics.

Our proprietary nine-layer platform — built around three core capabilities: Clarity (see everything), Govern (control everything), and Accelerate (ship everything) — is deployed inside customer environments with live workloads running on it from day one. We are not a consultancy that writes strategy decks. We are not a staffing firm that lends contractors. We are an engineering-led company with proprietary platform IP, a growing agent marketplace, and 15+ pre-built AI blueprints that cut months off delivery timelines.

Our engagement model is simple: Assess (4 weeks), Deploy (12–16 weeks), Operate (ongoing). Dedicated engineering pods own delivery end-to-end. Every deployment compounds the platform. Every use case ships faster than the last. Governed, observable, and delivering value from day one.

About the role

The Customer Success Manager owns the Operate phase of our customer lifecycle — the recurring, compounding relationship where the real long-term value lives. Once an enterprise customer has a production AI platform deployed with live workloads, your job is to ensure they are getting measurable business results, driving adoption of new use cases and agents from our marketplace, and expanding their platform footprint over time.

Our value flywheel depends on this: every customer engagement compounds. The Assessment builds trust. The Deployment builds the production foundation. And the Operate phase is where platform revenue scales with the agent footprint, new use cases deploy faster because the governance and infrastructure are already in place, and the customer becomes a long-term reference. You are the person who makes this flywheel turn.

In regulated industries, AI platforms are not set-and-forget. Compliance requirements evolve (the EU AI Act enforcement deadline is August 2026), new use cases emerge, model performance needs monitoring, and organisational AI maturity grows over time. You will proactively guide customers through this journey, partnering with Engagement Leads, ML Engineers, and Managed Services Engineers to ensure every customer is successful, referenceable, and expanding.

What you will do

• Own post-deployment customer relationships across a portfolio of enterprise accounts, serving as the primary point of contact during the Operate phase.
• Develop and execute customer success plans that define measurable outcomes, adoption milestones, and value realisation targets — demonstrating ROI from the platform investment.
• Monitor platform usage, agent performance, governance compliance, and customer health metrics through our Observability & FinOps layer, proactively identifying risks and intervening early.
• Drive expansion revenue by identifying new use cases, additional departments, and new agents from the marketplace that extend the customer's AI capability.
• Conduct regular business reviews with customer stakeholders — presenting usage insights, cost attribution data, compliance status, and the business case for the next use case to deploy.
• Coordinate with Managed Services Engineers and Engagement Leads to ensure seamless transitions between deployment and ongoing operations.
• Build customer case studies, testimonials, and reference stories that support Deliverance AI's marketing and sales efforts.
• Feed customer insights back into the Product and Engineering teams, advocating for platform improvements that drive retention and adoption.

What we are looking for

• 4+ years of experience in customer success, account management, or client services in B2B technology — ideally enterprise platforms, SaaS, or professional services.
• Proven ability to manage complex enterprise relationships with multiple stakeholders, including technical teams, business leaders, compliance officers, and procurement.
• A commercial mindset — you understand net revenue retention, expansion revenue, and the link between customer health and recurring business growth.
• Strong analytical skills and comfort working with usage data, health scores, cost attribution, and customer metrics to inform your approach.
• Excellent communication and presentation skills — comfortable leading executive business reviews and navigating difficult conversations.
• Understanding of AI, enterprise platforms, or data technologies — you do not need to be an engineer, but you need to engage credibly with technical customers.
• Experience working in or with regulated industries (pharma, financial services, telecoms, government) is a strong advantage.
• Empathetic, proactive, and solutions-oriented — you see problems before they escalate and act to resolve them. You make the value flywheel turn.