Client Servicing Manager (AI Products)

About Us

IV.AI was founded in 2016 with a focused mission: to help humans become smarter while tackling hard problems that require artificial intelligence. We pair natural language processing (NLP) models with quantitative and generative AI to solve high-stakes business problems for our clients. As a distributed and collaborative global team, we are committed to driving real, measurable value for our customers through innovative technology and exceptional service.

About the Role

We are looking for someone who genuinely loves helping clients win. A person who thrives in driving and owning product enablement and engagement for our clients. You are energized by new technology, delighted by building relationships, and bring the structure and organization needed to keep complex projects on track. This is a client-facing role first and foremost: you will be the face of IV.AI to our clients and the engine that ensures they get maximum value from our AI platform.

As the Client Services Manager on our Post-Sales team, you will own the full client lifecycle after the deal closes: from onboarding through renewal and expansion. You will be the trusted advisor our clients rely on, the internal advocate that champions their needs, and the project lead who ensures every commitment we make gets delivered on time.

You will work closely with Sales, Engineering, and Product: but your north star is always client success. While you don't need to be deeply technical, you must be able to understand and clearly articulate how our AI and data solutions create business value, and translate client goals into actionable outcomes for our internal teams.

Responsibilities

Client Success & Partnership

• Serve as the primary point of contact and trusted advisor for your portfolio of clients, owning the relationship from onboarding through renewal.

• Build deep, consultative relationships with client stakeholders at all levels: from day-to-day users to executive sponsors.

• Design and deliver structured onboarding experiences that drive fast time-to-value for every new client.

• Conduct regular business reviews (QBRs/EBRs) to assess ROI, align on strategic goals, and identify growth opportunities.

• Develop tailored success plans for each account, with defined outcomes, milestones, and success metrics.

• Proactively monitor client health, engagement signals, and usage data to get ahead of risk and drive adoption.

• Act as the internal voice of the client: advocating for their needs with Product, Engineering, and leadership.

• Partner with Sales on renewal and expansion strategies, identifying upsell opportunities rooted in genuine client value.

• Support smooth, well-documented handoffs from Sales to Post-Sales for all new clients.

Project & Delivery Ownership

• Lead end-to-end project implementation: scoping, planning, documentation, resourcing, and execution.

• Own project timelines, budgets, and risk registers: proactively communicating updates and escalating issues before they become problems.

• Coordinate across internal teams to remove blockers and ensure client deliverables are met on time.

• Maintain rigorous, organized documentation of all client projects, commitments, and progress.

• Apply structured project management frameworks (formal certification a plus) to keep complex, multi-stakeholder engagements running smoothly.

Client Enablement & Problem-Solving

• Deliver engaging product demos, onboarding sessions, and ongoing training to drive user adoption and confidence.

• Create clear, client-facing documentation, guides, and self-service resources tailored to each client's context.

• Support clients through configuration troubleshooting and product walkthroughs with patience and clarity.

• Partner with Product and Engineering to accurately translate client goals into technical requirements and deliverables.

• Bring structured, insightful client feedback to Product and Engineering to inform the roadmap.

Who You Are

You are a people person who is genuinely energized by helping clients succeed. You find satisfaction in a well-run project and a delighted client: and you know those two things go hand in hand. You are excited by AI and what it makes possible, and you can communicate that excitement clearly to clients regardless of their technical background.

• Highly organized and structured: you manage complexity through process, not heroics.

• A proactive communicator who never lets a client wonder what's happening.

• Energized by new technology and curious about how AI is evolving.

• A natural relationship-builder who earns trust quickly and maintains it over time.

• Calm and clear-headed in ambiguous, fast-moving situations.

• An owner: if something falls through the cracks, you're already on it.

Requirements

• Minimum 4 years in account management, client success, or project delivery: ideally in SaaS, AI, or tech-enabled products.

• Proven experience managing complex, multi-stakeholder projects from scoping through delivery.

• Project management certification (PMP, CAPM, or equivalent) is a plus: or demonstrated equivalent rigor in practice.

• Track record of maintaining strong retention metrics, client satisfaction scores, or NPS.

• Experience running executive business reviews and presenting ROI narratives to senior stakeholders.

• Exceptional verbal and written communication skills: equally comfortable with technical and non-technical audiences.

• Highly organized with strong attention to detail and the ability to manage multiple accounts and workstreams simultaneously.

• Proficiency in project management tools (e.g., Asana, Notion, or similar) and presentation tools (PowerPoint or Google Slides).

Nice-to-Have

• Familiarity with data modeling (SQL schemas, GraphQL, MongoDB) and data visualization.

• Experience in Sales, Technical Sales, or close collaboration with revenue-facing teams.

• Background working with AI, NLP, or data-driven SaaS products.

IV.AI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.