Customer Engagement Manager (AI outcomes)

About the role

CUSTOMER ENGAGEMENT MANAGER (AI OUTCOMES)

7AI is seeking a Customer Engagement Manager (AI Outcomes) to join our growing Customer Experience team as the primary strategic partner for our customers. In this role, you'll help customers realize measurable business value from the 7AI platform by driving adoption, executive alignment, long-term success planning, and expansion opportunities.

As one of the early members of our CX organization, you'll play a key role in defining what exceptional customer success looks like at 7AI. You'll help shape how we deliver a three-star Michelin customer experience at scale, advocate for our customers internally, and influence the evolution of our product through meaningful customer feedback.

Working closely with Product, Engineering, Sales, and our AI Security Engineers, you'll guide customers throughout their post-sale journey—ensuring they achieve their desired business outcomes while building trusted, long-term partnerships.

KEY RESPONSIBILITIES

- Own the post-sale customer engagement program, serving as the strategic leader responsible for customer relationships, executive alignment, program execution, and business outcomes for a portfolio of enterprise customers.

- Develop and execute success plans that align the 7AI platform with each customer's business goals, security objectives, and desired outcomes while driving adoption and long-term value realization.

- Build and maintain trusted relationships across the customer organization, including executive sponsors, technical champions, key stakeholders, and influencers.

- Lead strategic customer engagements, including success reviews, Executive Business Reviews (QBRs), roadmap discussions, and long-term planning sessions.

- Monitor customer health, identify risks early, coordinate cross-functional action plans, and support renewal readiness to ensure long-term customer success.

- Partner closely with AI Security Engineers to coordinate technical onboarding, implementation activities, and ongoing customer engagements.

- Partner with Account Executives to identify expansion opportunities, support renewal planning, and ensure seamless commercial handoffs.

- Act as the voice of the customer by synthesizing feedback and partnering with Product and Engineering to influence future platform capabilities.

- Help establish best practices, playbooks, and scalable customer engagement processes as the Customer Experience organization continues to grow.

REQUIREMENTS

- 5+ years of experience in Customer Success, Technical Account Management, Strategic Account Management, or another customer-facing role supporting enterprise software customers.

- Experience managing enterprise or strategic customer relationships within Cybersecurity, AI and other complex technology environments. Deep knowledge of the Security Operations Center highly preferred.

- Demonstrated ability to build executive relationships and guide customers through change management and organizational adoption.

- Strong program and project management skills, with the ability to coordinate multiple stakeholders and drive customer initiatives forward.

- Ability to understand technical concepts and translate them into clear business value for both technical and executive audiences.

- Exceptional customer advocacy skills, with a passion for building trusted partnerships and delivering outstanding customer experiences.

- Proven track record of driving customer adoption, retention, satisfaction, and expansion.

- Strong judgment, problem-solving abilities, and comfort operating in fast-moving, ambiguous environments.

- Excellent written and verbal communication skills.

- Experience in startup or high-growth environments preferred.