Job descriptionFull Time
Casework produces AI Act conformity files, Fundamental Rights Impact Assessments, and Article 9 risk documentation for AI hiring tools, working against a fixed four-week production cycle and a fixed price. We're hiring a Customer Success Manager to own the client relationship from intake through handoff and beyond — making sure clients get full value from their conformity pack and come back for the next tool in their stack.
What you'll do
- Own the post-sale relationship for a portfolio of client engagements, from kickoff through the 30-day revision window and after
- Guide clients through the intake, discovery, drafting, review, and handoff stages so deadlines and deliverables stay on track
- Run the internal walkthrough sessions where completed conformity files are delivered and explained to client stakeholders
- Act as the primary point of contact for client questions, escalations, and revision requests during active engagements
- Identify and surface expansion opportunities (e.g., additional tools or upcoming regulatory deadlines) for future engagements
- Feed client feedback back into the delivery team to improve intake, discovery, and handoff processes
What we're looking for
- Prior experience in a customer success, account management, or client-facing delivery role, ideally at a services or professionally productized firm
- Comfort managing multiple concurrent client engagements against a fixed timeline
- Strong written and verbal communication skills, including the ability to run structured client meetings and walkthroughs
- Ability to understand and explain technical/compliance documentation clearly to non-specialist stakeholders
- Organized, detail-oriented, and comfortable operating with fixed scope and fixed deadlines rather than open-ended engagements
Nice to have
- Familiarity with AI governance, HR technology, or regulatory compliance concepts
- Experience working with B2B clients in regulated industries
- Experience in a small or lean team where customer success spans multiple functions