AI Customer Success Manager

About Us:

Liberate Innovations Inc. is a Series-A funded AI company focused on revolutionizing the insurance industry through advanced technology solutions. 

The AI Customer Success Manager (CSM) role at Liberate is responsible for driving long-term customer success and revenue growth by managing relationships with enterprise customers, primarily within the insurance industry. This role is critical in ensuring our customers maximize the value of our AI-powered voice automation solutions while supporting successful renewals and identifying opportunities for expansion and deeper product adoption.

The ideal candidate will have experience designing and executing post-implementation customer journeys, running renewal and expansion conversations, and conducting value-focused Executive Business Reviews (EBRs). Additionally, they will be comfortable with technical onboarding, and should be excited about prompt engineering and learning best practices in large language model (LLM) technologies.

*Location: Boston or San Francisco (Berkeley) hybrid role (2 day/week in-office) 

Key Responsibilities:

Customer Success & Account Management

• Own and manage strong relationships with key enterprise customers, primarily in the insurance vertical.
• Act as the trusted advisor to customers, ensuring they achieve measurable success with Liberate's AI solutions.
• Design and optimize the post-implementation customer journey, ensuring smooth transitions from onboarding to long-term adoption.
• Proactively monitor customer health metrics to identify risks and prevent churn.
• Lead Executive Business Reviews (EBRs) to reinforce business value, drive adoption, and align on future opportunities.
• Collaborate closely with Sales, Solutions Engineering, and Product teams to ensure seamless customer experiences and product fit.

Renewals, Expansion & Revenue Growth

• Own renewal strategy and value conversations, ensuring customers recognize and realize the full value of our solutions.
• Identify expansion opportunities (upsell, cross-sell) and partner with Sales to drive additional revenue.
• Develop strategies to increase customer lifetime value (CLV) and influence future product adoption.

Technical Enablement & AI Prompt Writing

• Learn to technically onboard customers, ensuring a smooth implementation of Liberate's voice AI platform.
• Write and optimize AI prompts that power customer-specific workflows and improve automation accuracy.
• Work with the Product and Engineering teams to refine AI-driven experiences based on customer needs and feedback.

Qualifications:

Must have

• 3+ years of experience in Customer Success, Account Management, or a related role at a B2B SaaS company (enterprise experience preferred).
• Extreme sense of ownership, urgency, and customer obsession to ensure that you will thrive in our early stage enterprise startup environment.
• Bachelor's degree in a relevant field (e.g. business, marketing, etc.)
• Experience owning post-implementation success strategies, including renewals, EBRs, and expansion planning.
• Comfort with technical onboarding and a willingness to learn how to write AI prompts to support customer workflows.
• Strong communication and relationship-building skills, with the ability to engage at both the operational and executive levels.
• Analytical mindset with the ability to interpret customer data and feedback to drive engagement and retention.
• Ability to work cross-functionally and manage multiple customer relationships in a fast-paced, evolving environment.

Nice to have

• Strong understanding of the insurance industry and experience working with insurance customers.

Benefits:

• Competitive salary with equity options
• Flexible PTO
• 401(k) plan
• Comprehensive health, dental, and vision insurance
• Flexible work environment with remote work options
• Collaborative and innovative company culture