Customer Success Manager (City of London)

At Kavida AI, we’re leveraging cutting-edge advancements in AI and LLMs to revolutionize supply chain operations in manufacturing. We’re looking for an Enterprise Customer Support Manager to join our UK team and play a critical role in helping our enterprise customers adopt and succeed with AI agents. This is a hybrid position with the flexibility to work remotely while also collaborating in-person at the office 1-2 days a week. We’re based in Liverpool Street, London.

Objective: Own the post-contract relationship with ultra high-value enterprise customers, ensuring successful deployments, high user adoption, and quantifiable business outcomes.

Critical Focus:

• Over-communicate status and instil trust with key stakeholders.
• Coordinate closely with the Implementation Manager for smooth setup and activation.
• Drive continuous engagement via QBRs and on-site visits.
• Identify expansion opportunities (but pass them to AEs for the actual upsell process).

Responsibilities in Detail:

1. Primary Customer Contact: Act as the first point of contact post-sale for all escalations and inquiries. Build deep relationships across various levels (end users, managers, executives).
2. Project & User Activation: Collaborate with Implementation Manager to ensure all users are properly onboarded. Develop and monitor user adoption strategies (training, how-to guides, custom workshops). Track usage metrics to confirm that the solution is delivering measurable value.
3. Quarterly Business Reviews (QBRs): Schedule and conduct QBRs to present ROI and key performance metrics, gather feedback for product improvements, and align next steps with both executive sponsors and frontline teams.
4. On-Site Engagement: Visit client sites weekly (or as needed) to strengthen relationships and gather real-time feedback, resolve issues or concerns face-to-face, and stay attuned to any changes in client priorities.
5. Expansion & Upsell Identification: Actively look for new use cases or departmental expansions where the AI agent can bring additional value. Hand off detailed leads and expansion intel to the Account Executive team.
6. Proactive Risk Management: Continuously monitor account health indicators (usage data, user sentiment, support tickets). Anticipate potential roadblocks or low adoption signals. Propose and execute remediation plans before issues escalate.
7. AI Proficiency: Use AI tools to draft communications, QBR decks, and user adoption strategies more efficiently. Triage routine customer queries for faster response times. Solve strategic problems for customers.

Required Skills & Experience:

• Customer-Facing Experience: Strong background in enterprise customer success or account management. Comfortable managing large, complex accounts with multiple stakeholders.
• Project Management: Skilled in coordinating with cross-functional teams (Implementation, Support, Sales). Excellent organization and documentation abilities.
• Communication & Relationship Building: Confident communicator across all levels (end users to C-level). Willingness to travel on-site weekly and maintain a personal touch.
• AI Tools: Demonstrable skill using ChatGPT (or similar) to accelerate tasks.

If you’ve only worked at a big company and expect to be spoon fed, this role is not for you. We want go-getters that are excited about building, that are hungry for responsibility, that bring great ideas to the table. We want you to want to be our VP of Customer Success in record breaking time.