Manager, Customer Success

As a Customer Success Manager at Uniphore, you will be a hands-on operator ensuring successful deployment, adoption, and retention of AI-powered solutions, especially within CDP. This role involves active participation in solution configuration, data validation, integration coordination, and value tracking. You will partner with technical teams, support customer workflows, and embed AI capabilities into business processes to deliver measurable value and ROI from the Uniphore Business AI Cloud Platform.

Must Have

• Lead day-to-day execution of onboarding, configuration, deployment, and adoption activities.
• Validate data flows, troubleshoot platform issues, and review AI model outputs.
• Build and execute detailed customer success plans.
• Conduct hands-on platform walkthroughs, training sessions, and user enablement workshops.
• Work directly with product and engineering teams to improve telemetry and support data ingestion.
• Monitor platform usage and customer KPIs in real time.
• Help customers configure audiences, journeys, activation triggers, and AI-driven insights within CDP and MarTech ecosystems.
• Participate actively in AI solution deployments, refining models and ensuring seamless integration.
• Manage and expand multi-tiered customer relationships.
• Track value realization metrics and build dashboards or reports.
• Coordinate closely with Sales, Product, Engineering, and Delivery.
• Provide actionable and detailed product feedback.
• 7+ years in consulting, customer success, or professional services for enterprise SaaS, with hands-on experience in CDP, Martech, and AdTech environments.
• 3+ years working directly with AI products.
• Proven success managing complex customer implementations and being directly responsible for execution.
• Strong experience working directly with cloud platforms (AWS, Azure, GCP), APIs, data pipelines, and AI services.
• Deep working knowledge of CDP/Martech/Adtech architectures.
• Excellent communication and documentation skills with experience leading cross-functional working sessions.

Good to Have

• Hands-on experience configuring or deploying Martech/Adtech stacks (CDPs, DMPs, DSPs, marketing automation, personalization engines, analytics platforms).
• Demonstrated ability to translate AI/Martech tools into real business outcomes.
• Strong operational instincts: personally run discovery sessions, built project plans, managed workstreams, validated data, and ensured successful go-lives.
• Experience as the execution partner to marketers, growth teams, analysts, and product leaders.

Perks & Benefits

• Annual incentive opportunity based on target achievement
• Pre-IPO stock options
• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) with a match
• Generous paid time off
• Paid holidays
• Paid day off for your birthday
• Other paid leave policies

Job Description:

Role Overview

As a member of Uniphore’s Customer Success team, the Customer Success Manager will be a hands-on operator responsible for ensuring customers successfully deploy, adopt, scale, and retain Uniphore’s AI-powered solutions—especially within CDP. This role is not just advisory: you will actively participate in solution configuration, data validation, integration coordination, value tracking, and day-to-day execution that drives customer outcomes.

You will partner closely with technical teams, directly support customer workflows, and ensure that AI capabilities are embedded into real business processes to deliver measurable value. You will own the execution of success plans, manage cross-functional workstreams, and ensure customers get full ROI from the Uniphore Business AI Cloud Platform.

Key Responsibilities

Customer Delivery & Execution

• Lead driving day-to-day execution of onboarding, configuration, deployment, and adoption activities.
• Roll up your sleeves to validate data flows, troubleshoot platform issues, review AI model outputs, and partner with technical teams to ensure integrations and workflows are functioning as expected.
• Build and execute detailed customer success plans including timelines, resource planning, dependency management, and measurable outcomes.
• Conduct hands-on platform walkthroughs, training sessions, and user enablement workshops to drive adoption across Martech, Adtech, and CDP use cases, across several verticals in existing customer base.

AI & CDP Execution

• Work directly with product and engineering teams to improve telemetry, support data ingestion, and ensure customers have clean and actionable data feeding AI workflows.
• Monitor platform usage and customer KPIs in real time, proactively identifying and resolving blockers before they impact outcomes.
• Help customers configure audiences, journeys, activation triggers, and AI-driven insights within CDP and MarTech ecosystems.
• Participate actively in AI solution deployments—review AI performance, help refine models, and ensure AI outputs integrate seamlessly into the customer’s operational processes.

Customer Relationship Ownership

• Executing day-to-day interactions with customer teams—from end users to C-suite—ensuring clarity, documentation, and alignment at every stage.
• Manage and expand multi -tiered customer relationships ensuring value is delivered and agreed at all levels of customer stakeholders, influencers and decisions makers.
• Lead recurring working sessions, backlog reviews, prioritization discussions, and feature adoption plans.
• Prepare and deliver structured executive business reviews with clear metrics, outcomes, and recommended actions.

Value Delivery & Measurement

• Track value realization metrics such as adoption, engagement, efficiency gains, campaign performance lift, revenue impact, retention, and customer health scores.
• Build dashboards or reports that translate platform usage into business impact.
• Identify expansion opportunities by recognizing gaps and proposing concrete use cases, enhancements, or new modules.

Cross-Functional Collaboration

• Coordinate closely with Sales, Product, Engineering, and Delivery to ensure successful execution and rapid progress for each customer.
• Provide actionable and detailed product feedback based on real customer usage, technical gaps, and observed market needs.
• Help define repeatable playbooks, templates, and best practices that improve execution and scalability across the CS organization.

Platform Evangelism

• Actively demonstrate the power of the Uniphore Business AI Cloud Platform by running hands-on workshops, demos, and implementation sessions.
• Guide customers on how to operationalize AI—from data readiness to real-world activation across marketing and advertising ecosystems.

Required Qualifications

• 7+ years in consulting, customer success, or professional services for enterprise SaaS, with hands-on experience in CDP, Martech, and AdTech environments.
• 3+ years working directly with AI products—deploying, configuring, testing, or advising on AI-driven workflows.
• Proven success managing complex customer implementations and being directly responsible for execution, troubleshooting, and delivery.
• Strong experience working directly with cloud platforms (AWS, Azure, GCP), APIs, data pipelines, and AI services (OpenAI, TensorFlow, Hugging Face).
• Deep working knowledge of CDP/Martech/Adtech architectures, including data ingestion, identity resolution, audience building, and activation.
• Excellent communication and documentation skills with experience leading cross-functional working sessions, not just high-level strategy discussions.
• Bachelor’s or master’s degree in business, computer science, engineering, data science, or similar.
• Willingness to travel up to 25%.

Preferred Qualifications

• Hands-on experience configuring or deploying Martech/Adtech stacks (CDPs, DMPs, DSPs, marketing automation, personalization engines, analytics platforms).
• Demonstrated ability to translate AI/Martech tools into real business outcomes—reducing CAC, improving engagement metrics, increasing conversions, or driving revenue lift.
• Strong operational instincts: you’ve personally run discovery sessions, built project plans, managed workstreams, validated data, and ensured successful go-lives.
• You’ve been the execution partner to marketers, growth teams, analysts, and product leaders—ensuring technology turns into measurable results.

Hiring Range:

$106,400 - $146,300 - for Primary Location of USA - TX - Remote

The specific rate will depend on the successful candidate's qualifications and prior experience.

In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life.

Location preference:

USA - TX - Remote

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.