Role : GTM Lead/ Principal Enablement & Customer Success Manager (AI Platform)
Location : Charlotte NC (Onsite)
Job Type: -Contract
Role Overview
We are seeking a high-impact, technically savvy Principal Enablement & Customer Success Manager to drive the adoption, satisfaction, and time-to-value for our enterprise AI platform. In this role, you will lead platform launches, onboarding, workshops, service tiers, office hours, stakeholder engagement, health reporting, and scalable enablement to ensure our enterprise customers successfully integrate our technology into their workflows.
You will bridge the gap between complex AI technologies and business value, acting as the primary advocate and strategic partner for our most critical enterprise stakeholders.
Roles & Responsibilities
Program Leadership & Platform Onboarding
- Lead end-to-end platform launches and technical onboarding frameworks for new and existing enterprise customers.
- Define, structure, and scale customer service tiers to align support levels with client needs and contract values.
- Design and execute high-impact interactive workshops and continuous training programs to accelerate user adoption.
- Host regular technical office hours to unblock developers, data scientists, and business users.
Stakeholder Engagement & Strategic Communication
- Manage complex stakeholder relationships across business units, from technical leads to C-suite executives.
- Deliver compelling executive communications, business reviews, and strategic updates that align platform capabilities with client business goals.
- Function as the strategic voice of the customer, partnering with Product, Engineering, and GTM teams to influence the platform roadmap.
Adoption Analytics & Health Reporting
- Establish, track, and analyze key adoption metrics and platform usage trends to identify growth opportunities or churn risks.
- Develop and present comprehensive health reporting dashboards to both internal leadership and enterprise stakeholders.
- Build scalable documentation, self-service knowledge bases, and enablement materials to drive self-sufficiency at scale.
Required Skills & Qualifications
Technical Acumen
- AI & Cloud Concepts: Deep conceptual understanding of Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), AI agents, API integrations, and cloud infrastructure.
- Enablement Tech: Proficiency with adoption analytics platforms, data visualization tools, and modern knowledge management systems.
Go-To-Market & Relationship Management
- Enterprise GTM & Customer Success: Proven track record of managing large-scale, complex enterprise customer accounts or driving technical enablement in a B2B SaaS environment.
- Stakeholder Management: Exceptional ability to navigate complex political landscapes within large enterprises and build alignment across conflicting priorities.
Communication & Execution
- Executive Communication: Ability to translate highly technical AI engineering concepts into clear, value-driven language for executives.
- Training & Content Creation: Strong background in writing clear technical documentation, guides, and designing educational curricula.
Scale-First Mindset: Demonstrated ability to build processes that scale, moving from high-touch manual interventions to programmatic, one-to-many enablement frameworks
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