Customer Success Manager

Your Role:

Join Sinequa’s dynamic Customer-facing team and help us shape the future of Enterprise Search and Generative AI with some of our most strategic customers.

As a Customer Success Manager at Sinequa, you will be pivotal in nurturing and expanding our engagement with a portfolio of large enterprise accounts. Your role is to ensure that our clients recognize the full value of Sinequa’s innovative software and services. You will act as a key representative for our customers internally, driving effective implementation, securing renewals, and facilitating account growth working in tandem with our Senior Account Executive.

Your performance will be measured by specific metrics tied to customer product adoption, account expansion, and retention rates.

How You’ll Make an Impact:

• Manage and grow relationships with a portfolio of major North American accounts across pharma/life sciences, manufacturing, and technology industry verticals.
• Develop a deep understanding of each client’s unique needs and business goals, guiding a significant number of licensed users to leverage Sinequa’s solutions to achieve these objectives. To achieve this, you may be working with an integrator with whom Sinequa partners.
• Design and implement customer engagement strategies including adoption plans, value assessments, and Executive Business Reviews.
• Oversee the seamless implementation of the Sinequa platform and manage the delivery of our professional services.
• Create a dashboard to pinpoint opportunities for customer growth and identify potential churn risks.
• Advise clients on best practices for utilizing Sinequa’s software.
• Collaborate closely with Sinequa’s solution engineering team, Support team, and R&D.
• Keep customers informed about Sinequa’s product roadmap and funnel ongoing customer feedback back to our Product team.
• Stay informed about the latest developments in Sinequa’s offerings, the competitive landscape, and broader AI and Generative AI trends.

What You’ll Need to Succeed:

• Exceptional communication, presentation, and listening skills.
• Strong grasp of technology architecture, the technology landscape, and the AI ecosystem such as Search technologies, and LLM.
• Proven ability to build credibility with key decision-makers and influencers within customer organizations.
• A thorough understanding of an Enterprise Search project lifecycle and a demonstrated ability to support organizations in advancing their AI capabilities.
• Comfortable interacting with stakeholders across various levels and departments—from executives to administrators, analysts, and IT professionals.
• Robust problem-solving and analytical abilities; adept at formulating solutions that generate tangible business value.
• Recognized skill in identifying and capitalizing on new business opportunities.
• Proven experience in implementation and project management.
• Bachelor’s degree.
• Strong knowledge of Search and big data technologies.
• Previous experience in account management, customer success, or consulting. Experience in enterprise software or, more specifically, Enterprise Search.
• Willingness to travel up to 25% of the time.

Perks:

• Competitive compensation
• Five weeks of vacation (in addition to 9 company holidays)
• 12-week fully paid parental leave
• Generous Wellness reimbursement program
• Company-paid health benefits
• 401K with matching
• Tuition reimbursement program for continuing education
• Referral bonuses
• Fun team events and happy hours
• Healthy Kitchen/snacks
• Charity donation matching program
• Robust Learning and Development program
• Commuter benefits
• 2 days additional PTO days granted for volunteering in optional community service events
• Cellular device reimbursement program

Sinequa is an equal opportunity employer. We are committed to fostering a culture of inclusivity and to building a team that represents a diversity of backgrounds. We aim to attract qualified candidates without regard to status as protected by applicable federal, state, or local law. The more inclusive we are, the better our company will be.