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Customer Success Engagement Manager

New York, NY (Remote)

you.com is an AI-powered search and productivity platform designed to empower users with personalized, efficient, and trustworthy search experiences. As a cutting-edge technology company, we combine advanced AI models with user-first principles to deliver tools that enhance discovery, creativity, and productivity. At you.com, we are on a mission to create the most helpful search engine in the world—one that prioritizes transparency, privacy, and user control.

We’re building a team of innovators, problem-solvers, and visionaries who are passionate about shaping the future of AI and technology. At you.com, you’ll have the opportunity to work on impactful projects, collaborate with some of the brightest minds in the industry, and grow your career in an environment that values creativity, diversity, and curiosity. If you’re ready to make a difference and help us revolutionize the way people search and work, we’d love to have you join us!

 

 
About the role:

We are seeking a Customer Success Engagement Manager to drive the successful implementation of our enterprise SaaS solutions within customer environments. In this role, you will act as the primary coordinator and point of contact for multiple concurrent implementation projects, ensuring they are delivered on time, within scope, and aligned with customer objectives. You will work closely with customers, engineers, and other stakeholders to manage expectations, resolve challenges, and drive results. A strong technical understanding of Generative AI and Private RAG (Retrieval-Augmented Generation) concepts is essential to field high-level questions and bridge the gap between technical and business teams.

 
Responsibilities:

  • Project Coordination:
    • Manage 3-5 concurrent customer implementation projects, ensuring timelines are met and deliverables are achieved.
    • Play a role in the presales workshops necessary to define, scope, and SOW this work with prospects.
    • Act as the central point of contact between customers, engineers, and internal teams to maintain alignment and communication.
    • Track project milestones and proactively identify and mitigate risks to ensure successful outcomes.

  • Customer Relationship Management:

    • Set and manage clear expectations with customers regarding project scope, timelines, and deliverables.

    • Build and maintain trust with customers by providing consistent updates and addressing concerns promptly.

    • Serve as a trusted advisor, ensuring customers are empowered to meet their business objectives.

  • Technical Expertise:

    • Possess a high-level understanding of Generative AI and Private RAG concepts to field technical questions and provide context to customers.

    • Complete all 3 level of Generative AI / You.com certifications through our Inversity learning platform.

    • Collaborate with engineering and product teams to ensure technical requirements align with customer needs.

    • Translate technical details into actionable plans and ensure customers understand the implications of decisions.

  • Cross-Functional Collaboration:

    • Partner with engineers, product teams, and customer success managers to deliver high-quality implementations.

    • Facilitate smooth handoffs between presales, implementation, and post-sales teams.

    • Provide feedback to Product and Engineering teams based on customer insights to improve solutions and services.

 
Qualifications:

  • Project Management Expertise:

    • Proven experience managing multiple concurrent projects, particularly in a SaaS or enterprise software context.

       

    • Strong organizational and time management skills to keep projects on track and stakeholders aligned.

       

    • Ability to balance competing priorities and resolve conflicts effectively.

       

    • An innovative mindset. This is a fast moving pace company with frequent evolutions. This role is to keep apprised of these evolutions.

  • Technical Acumen:

    • Familiarity with Generative AI, Private RAG, and related technologies, with the ability to communicate technical concepts clearly.

    • Experience working with enterprise customers on technology-driven implementations.

  • Communication & Leadership:

    • Exceptional communication and interpersonal skills, with the ability to engage technical and non-technical audiences.

    • Proven ability to build strong relationships with customers and internal teams.

    • Comfortable navigating challenging conversations to manage expectations and drive consensus.

  • Problem-Solving & Results-Driven:

    • Strong analytical skills to anticipate and address potential challenges during implementation.

    • Adept at driving results and ensuring customer satisfaction under tight deadlines.

 
What Success Looks Like

  • Projects are delivered on time, within scope, and aligned with customer expectations.

  • Customers achieve their implementation goals and are set up for long-term success with our solutions.

  • You build strong, trusted relationships with customers and internal teams, becoming a go-to resource for implementation success.

  • Feedback from your projects influences product and service enhancements.

  • You continue to innovate how we provide value to customers.

 

Our salary bands are structured based on a combination of geographic tiers and internal leveling. Compensation is determined by multiple factors assessed during the interview process, with the final offer reflecting these considerations.

Salary Band

$175,000 - $210,000 USD

Company Perks:

  • Hubs in San Francisco and New York City offering regular in-person gatherings and co-working sessions

  • Flexible PTO with 11 U.S. holidays observed and a week shutdown in December to rest and recharge*

  • A competitive health insurance plan covers 100% of the policyholder and 75% for dependents*

  • 12 weeks of paid parental leave in the US*

  • 401k program, 3% match - vested immediately!*

  • $500 work-from-home stipend to be used up to a year of your start date*

  • $1,200 per year Health & Wellness Allowance to support your personal goals*

  • Chance to collaborate with a team at the forefront of AI research

*Certain perks and benefits are limited to full-time employees only

 

you.com is an E-Verify employer. We are also an inclusive, equitable, and accessible workplace. Please let us know if you require accommodation for any portion of the recruitment and hiring process.

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