Technical Manager - Customer Success

About the role

You will own the end to end customer journey for Neuron7 AI solutions from initial deployment through long term optimization and renewal. You will serve as the primary technical link between our enterprise customers and our AI platform, ensuring smooth implementation and high value adoption. You will diagnose complex service challenges using Resolution Intelligence and guide customers toward data driven resolutions in seconds. You will translate intricate AI capabilities into clear workflows that field service and customer service teams can execute confidently. You will act as a trusted advisor to CX and field service leaders, aligning AI deployments with their strategic business outcomes. You will manage the technical relationship across IT, engineering, and operations stakeholders to remove adoption barriers. You will define and communicate the measurable ROI of AI automation for every deployed use case.

Key facts

What you'll do

• Architect and oversee the onboarding and implementation of Neuron7 AI solutions for enterprise customers.
• Integrate CRM and service management platforms with Neuron7 products, aligning workflows with existing service operations.
• Lead data onboarding efforts, working alongside customer engineering teams to structure unstructured data for AI consumption.
• Configure, test, and deploy AI solutions, validating performance against enterprise service level objectives.
• Design and facilitate customer workshops that review technical solution designs and validate adoption roadmaps.
• Establish and monitor adoption KPIs, defining ROI metrics that demonstrate clear business outcomes for service organizations.
• Drive AI powered service transformation initiatives tailored to customer service and field service environments.
• Manage executive stakeholder relationships, building long term customer success plans that scale AI use cases.
• Identify expansion opportunities and collaborate with sales teams to support contract renewals and portfolio growth.
• Provide detailed product demonstrations of new AI, Agentic AI, and Resolution Intelligence capabilities to technical and business audiences.
• Synthesize customer requirements into actionable product feedback for engineering and product teams.
• Coordinate cross functional programs that span product, support, and professional services teams.
• Maintain deep expertise in AI, LLMs, NLP, and Agentic AI to advise customers on best practices and emerging patterns.
• Document standard operating procedures and technical configurations for customer reference and enablement.

Requirements

You hold current US work authorization without sponsorship needs for this role.

You bring 5 to 8 years of experience in Customer Success, Solutions Engineering, Technical Account Management, Professional Services, or Enterprise SaaS implementations.

You have a proven track record working with enterprise SaaS products, preferably within AI, analytics, automation, or service management domains.

You demonstrate a strong understanding of AI and machine learning concepts, including LLMs, NLP, and Agentic AI deployments in enterprise contexts.

You have direct experience supporting Field Service, Customer Service, Contact Center, or Service Operations organizations.

You are experienced managing complex enterprise software implementations and cross functional program initiatives from kickoff to adoption.

You engage effortlessly with both technical engineers and business executives, translating requirements into technical approaches.

You apply strong analytical and data driven decision making to diagnose issues and measure solution effectiveness.

You have managed globally distributed teams and customer success programs across multiple time zones.

You hold a Bachelor's degree in Technology, Engineering, Computer Science, or Business Management.

Nice to have

You have hands on experience with Salesforce, ServiceNow, Microsoft Dynamics, Oracle CX, or other leading CRM platforms.

You have worked on AI implementations that involve RAG, Agentic AI, and Knowledge Management systems.

You have supported Field Service organizations, Service Operations teams, or Technical Support environments.

You understand APIs, integrations, and enterprise data ecosystems that connect service platforms with AI tools.

Practical notes

Working at Neuron7.ai involves shaping how enterprises leverage Agentic AI to transform customer service, technical support, and field service operations at scale. This role requires full time commitment and is fully remote. US based candidates are expected to hold current work authorization without sponsorship requirements.