Customer Success Manager (AI, supply chains)

At Elm AI, we’re rebuilding supplier operations for an agent-first world.

We believe the next generation of enterprise software will not be passive systems of record. It will be made up of agents that stay live inside important workflows: understanding context, coordinating action, and keeping critical work moving across teams, suppliers, documents, systems, and decisions.

Our agents operate across responsible sourcing and supplier operations, helping companies manage audit review, corrective actions, supplier follow-through, remediation, scorecards, supplier portals, document review, and broader operational workflows that still run on spreadsheets, email, and manual coordination.

Elm is already live with major consumer brands, supporting supplier programs that span thousands of factories and some of the most operationally complex supply chains in the world.

Our ambition is much larger: to build the agent-first operating layer for how global supplier work gets done.

We’re hiring a Strategic Customer Success Manager to own high-value customer relationships and help customers deploy AI into real supply chain workflows.

This is not a traditional “check-in and renewal” customer success role.

You’ll work closely with sourcing, supply chain, responsible sourcing, compliance, and operations teams to understand how work actually gets done today: the SOPs, spreadsheets, handoffs, follow-ups, exceptions, dashboards, supplier communications, and recurring manual processes that keep supplier operations moving.

Then you’ll help turn those workflows into AI-powered systems that create measurable business value.

You’ll be part customer partner, part operator, part product thinker, and part solutions strategist. You should be comfortable sitting with a customer, unpacking a messy process, identifying where AI can create ROI, and working closely with our product and engineering team to bring that solution to life.

The ideal person is excited by startups, AI, enterprise software, and the practical reality of deploying technology into complex operational environments.

- Own strategic customer relationships from onboarding through adoption, expansion, and renewal

- Lead customers through deployment of Elm’s AI workflows across responsible sourcing and broader supplier operations

- Map customer workflows, SOPs, pain points, data sources, and manual processes

- Identify high-ROI opportunities where AI can reduce manual work, improve speed, increase visibility, or help teams do more with less

- Translate customer needs into clear product, workflow, and implementation requirements

- Partner closely with engineering and product to shape deployments and improve the platform

- Drive adoption across customer teams, including operators, program managers, executives, and cross-functional stakeholders

- Build repeatable playbooks for onboarding, workflow discovery, rollout, value tracking, and expansion

- Turn customer data, usage patterns, and operational context into clear recommendations

- Help customers understand what AI can realistically do inside their supply chain operations

- Surface expansion opportunities by understanding the broader operational problems customers are trying to solve

- Help shape Elm’s customer success motion as we scale

We’re looking for someone who is energized by customers, technology, and ambiguity.

You may have a background in customer success, consulting, implementation, solutions, product, operations, or a similarly customer-facing role. What matters most is that you can understand complex workflows, earn trust with customers, and help turn messy operational problems into clear, high-value solutions.

You might be a strong fit if you have:

- 3–7 years of experience in customer success, consulting, implementation, solutions, product, operations, or a related role

- Experience working with technical or enterprise software products

- Strong interest in AI and how it changes business operations

- Comfort working with customers to map workflows, diagnose problems, and define success metrics

- Ability to speak with both operators and executives

- Strong program management instincts and excellent follow-through

- Data fluency: you can interpret dashboards, spot patterns, and translate findings into recommendations

- A high degree of ownership and comfort operating without perfect structure

- Clear written and verbal communication

- Curiosity about supply chains, sourcing, manufacturing, compliance, logistics, procurement, or supplier operations

Not required, but helpful:

- Experience in supply chain, sourcing, procurement, logistics, manufacturing, ESG, responsible sourcing, or compliance

- Experience at an early-stage startup

- Experience in solutions engineering, implementation, or forward-deployed customer work

- Comfort with technical concepts such as APIs, data models, workflows, integrations, or AI agents

- Experience working with global teams across the U.S., Europe, and Asia

- Experience selling, deploying, or supporting AI-native products

The Kind of Person Who Tends to Thrive at Elm AI

The people who thrive here are usually curious, high-agency, and a little averse to inefficient processes.

They like getting close to the customer. They ask good questions. They want to understand the actual work behind the process: who does it, why it exists, where it breaks, what it costs, and what would happen if it worked 10x better.

They are excited by AI, but they are not hand-wavy about it. They care about practical outcomes: hours saved, processes accelerated, exceptions resolved, decisions improved, and teams able to do more with less.

They don’t need a perfect playbook before moving. They help create the playbook.

They are comfortable in the messy middle between customer conversations, product strategy, implementation details, and business value. They can zoom out to an executive narrative and zoom in to a spreadsheet, SOP, or workflow diagram.

They care deeply about customers, but they also care about building a company that can scale.

Why This Role

- High ownership from day one

- Direct exposure to founders, customers, product, and strategy

- The chance to help define a new category of AI-native supply chain software

- Work with major global brands on real operational problems

- A role that can grow into customer success, solutions, implementation, or go-to-market leadership

- Several years of runway, backed by top investors

- A team that is ambitious, technical, thoughtful, and moving quickly

Working Style & Time Overlap

This role is remote, but requires meaningful overlap with U.S. Eastern Time.

You should be comfortable working primarily in EST hours, with flexibility to accommodate customers across Europe and Asia when needed.

Perks & Support

- Competitive compensation

- High-trust, high-ownership work environment

- Learning and development budget

- Generous AI and tooling budget

- Personal spend card for experimentation, software, education, or anything that helps you learn and work better

- A culture that supports sustainable work, both in how we operate and how we build the business