Customer Success Program Manager

Docket is seeking an experienced and driven individual to lead their agent implementation and post-sales efforts. This role focuses on execution, customer success, and team leadership, ensuring successful deployment of AI agents and driving customer satisfaction.

Responsibilities:

• Execute the deployment and configuration of AI agents for new and existing customers
• Develop, optimize, and iterate on agent prompts and configurations based on performance metrics and customer feedback
• Collaborate closely with product and engineering teams to translate customer needs into technical specifications and improvements
• Design and conduct structured, monthly check-in meetings with existing customers to review performance, gather feedback, and proactively address any concerns
• Serve as the primary post-sales point of contact for customer technical and strategic matters
• Coordinate seamlessly with the India-based engineering and support teams to manage and track customer asks, issues, and escalations, ensuring timely and effective resolution
• Maintain accurate and up-to-date project management documentation for all post-sales activities
• Proactively identify potential upsell and cross-sell opportunities within the existing customer base by understanding their evolving needs and showcasing the value of additional products or services
• Work with the sales team to transition warm leads into realized revenue opportunities
• Lead, mentor, and manage a growing post-sales team in India (initial team size of 3-4 people)
• Foster a culture of customer-centricity, accountability, and continuous improvement within the post-sales team
• Conduct regular 1:1s with team members and lead team meetings

Requirements:

• Proven experience with AI/ML solutions, specifically in agent implementation, prompt engineering, and configuration
• Strong project management skills, with experience coordinating complex projects across global teams
• Demonstrated ability to identify and drive upsell opportunities
• Excellent communication, presentation, and interpersonal skills
• Prior experience leading or managing a small technical team
• Minimum of 5 years of experience in a customer-facing role such as Technical Account Management, Solutions Engineering, or Post-Sales Lead
• Familiarity with deployment and operational procedures in a SaaS environment
• Bachelor's degree in Computer Science, Engineering, or a related field