Senior Customer Success Manager, AI Platform | Remote, South Africa | Supporting North American[...]

Senior Customer Success Manager – Remote, South Africa | Supporting North American Customers | US Central Time Hours

About Briq

Briq is building the AI workforce for construction and the physical industries. Our platform, Otto, helps companies automate real operational work across finance, project management, business development, customer operations, and back‑office workflows. We help companies adopt AI workers that perform work, reduce manual effort, and change how teams operate.

Customer Success at Briq is not a passive “relationship management” role. It is a high‑ownership role where you guide customers through change, manage pressure, communicate clearly with executives, and drive measurable adoption of AI automation.

The Role

As a Senior Customer Success Manager you will own a portfolio of North American customers using Briq’s AI automation platform. Your job is to drive adoption, retention, value realization, customer confidence, and account health. You will work closely with implementation, support, product, and leadership to help customers understand the value they are getting, continue expanding their use of Briq, and stay aligned through the natural challenges of adopting AI.

What You’ll Do

• Own customer relationships across a portfolio of North American accounts

• Lead onboarding handoffs, adoption planning, business reviews, renewal preparation, and executive check‑ins

• Help customers understand how AI automation changes their workflows, staffing model, and operating rhythm

• Track customer usage, adoption, ROI, account health, churn risk, escalations, and expansion opportunities

• Run customer meetings with confidence, clarity, structure, and executive presence

• Translate customer concerns into clear internal action plans

• Partner with implementation and support teams to resolve issues quickly and professionally

• Keep customers focused on business outcomes, not just tickets or features

• Identify where customers can expand into additional workflows, departments, or use cases

• Maintain clean account notes, action items, health scores, success plans, and renewal status

• Write clear follow‑up emails that summarize issues, decisions, owners, and next steps

• Escalate intelligently, without creating noise or panic

• Help Briq improve how we retain and grow AI‑first customers

What We’re Looking For

• Minimum 5 years of Customer Success, Account Management, Implementation, or Client Services experience

• Real experience managing SaaS or technology customers, not just basic customer support

• Experience supporting North American or international customers

• Strong commercial awareness, including retention, renewals, account health, and customer value

• Ability to manage difficult conversations without becoming defensive, emotional, or reactive

• Strong written and spoken English

• High attention to detail and strong follow‑through

• Ability to manage multiple accounts, priorities, escalations, and deadlines

• Comfort operating in a fast‑growth, AI‑first company

• Ability to simplify complex technical or workflow issues for business users

• Professional home office setup, reliable internet, and backup connectivity plan

• Willingness and ability to work US Central Time hours from South Africa

Preferred Experience

• B2B SaaS

• Enterprise software

• AI, automation, or workflow technology

• ERP, finance, accounting, construction technology, or operations software

• Customer retention, renewals, or expansion

• Executive business reviews or QBRs

• Implementation‑heavy customer environments

• High‑growth technology companies

This Role Is Not For You If

• You want a low‑pressure support role

• You need every process to be perfectly documented before taking action

• You are uncomfortable with AI, automation, or fast product change

• You struggle with frustrated or demanding customers

• You prefer to escalates problems instead of owning outcomes

• You are not comfortable working US Central Time hours

• You are looking for a traditional SaaS CSM role where the product does not change quickly

• You cannot write clear, polished English after customer meetings

What Makes Someone Successful Here

The best CSMs at Briq are calm, sharp, organized, direct, and commercially aware. They drive outcomes and master difficult conversations, building trust with executives and ensuring customers stay focused on value. “Here is the issue. Here is what we know. Here is what we are doing. Here is who owns it. Here is when we will follow up.”

Compensation

Fixed base salary ranging from $3,500 to $5,500 USD per month, depending on experience, customer‑facing ability, SaaS background, English proficiency, and fit for US Central Time coverage.

Performance‑based incentives may be available based on customer retention, adoption, account health, escalation management, and execution quality.

For exceptional candidates with enterprise SaaS experience, executive presence, and proven retention ownership, compensation may be adjusted.

Location and Schedule

Remote role based in South Africa, supporting customers in North America. Availability during US Central Time business hours, Monday through Friday.

Legal Notice

Briq provides equal employment opportunities and encourages applicants from all backgrounds.