Customer Success Manager, AI Commerce
About the role
Greater New York Metro Area preferred, Remote/Hybrid
About Us
Novi powers product visibility and trust across generative search, AI agents, and industry-leading retailers. By optimizing how consumer products are found in AI shopping, and circulating that optimized digital footprint through key retailer partnerships, Novi increases product discoverability for the world's largest consumer products companies. Novi transforms unstructured product information into high-quality trust signals that LLMs can interpret, rely on, and use to make recommendations. Brands use Novi to benchmark and improve their AI visibility, driving traffic and conversion as AI shopping becomes a primary discovery channel. Trusted by Target, Ulta, Sephora, Amazon, SC Johnson, Estée Lauder, L'Oréal and many more, Novi has raised over $55M from leading investors including Defy, Greylock, Khosla, Maveron, Cowboy, and Tiger Global, as well as industry leaders from Clorox, P&G, The Honest Company, and Eventbrite.
The Role
As a Customer Success Manager for AI Commerce, you will work closely with senior leadership to help mid-market and enterprise brands improve their visibility and performance in AI-driven shopping. You’ll become an expert in your customers’ goals, Novi’s platform, and the rapidly evolving landscape of AI commerce, and translate those insights into clear action plans that drive measurable business outcomes like traffic, conversion, and visibility. In this role, you’ll independently own customer outcomes while collaborating closely with leadership on larger strategic enterprise accounts. It’s a unique opportunity to help define Novi’s customer success playbook for AI commerce and work directly with brands navigating a new and rapidly evolving channel, while getting significant exposure to strategy, product, and go-to-market decisions. We’re looking for someone with strong operational and customer management instincts who is comfortable navigating complex, multi-stakeholder enterprise environments. This role is ideal for someone with consulting and/or agency expertise; passionate for the rapidly-evolving intersection of marketing, strategy, and technology; and experienced at connecting customer actions to business impact.