Customer Success Manager, AI Commerce

About Novi

Novi powers product visibility and trust across generative search, AI agents, and industry-leading retailers. By optimizing how consumer products from our ICP of CPG brands are found in AI shopping, and circulating that optimized digital footprint through key retailer partnerships, Novi increases product discoverability for the world's largest CPG 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 partner closely with senior leadership to drive measurable business outcomes (traffic, conversion, visibility) across a portfolio of brands, while helping define how we deliver customer impact at scale in a rapidly-evolving category. You’ll become an expert in your customers’ goals, Novi’s product offering, and the market landscape of AI commerce. You’ll translate those insights into clear actions that enable customers to deploy Novi effectively, improve product content, and increase AI-driven recommendations. You’ll connect those improvements directly to measurable business impact.

This is 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, all while getting significant exposure to strategy, product, and go-to-market decisions.

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.

What You'll Do:

* Own and drive measurable business outcomes across the full post-sale lifecycle, ensuring that mid-market brands can successfully use our platform and expertise to drive AI visibility and revenue impact from Novi

* Articulate Novi’s value and capabilities clearly to senior brand decision makers, identifying and driving opportunities for deeper customer engagement.

* Guide brands on how to win in AI-driven discovery by becoming an expert on AEO, AI shopping, how LLMs make recommendations, how Novi’s product works, and how to translate insights from our platform into tactical actions for marketing, e-commerce/digital, and data team stakeholders.

* Build your own leverage using AI tools, workflows, and creative problem-solving to scale your impact across a growing portfolio of brands.

* Act as a strategic reviewer of AI-generated recommendations and content, ensuring outputs align with brand positioning, category dynamics, and commercial objectives.

* Act as a critical feedback loop to product and our leadership team, shaping roadmap based on customer needs and observed gaps

About You

* You have 3-7 years of customer-facing experience advising marketing, e-commerce, or digital teams — at a consultancy, marketing agency, or as an account manager or CSM

* You have a demonstrated track record of helping mid-market or growth-stage companies in consumer/e-commerce get value from a technology product, and translating that value into upsell and expansion

* You thrive in past-faced, high volume environments and are naturally curious and proactive, especially when it comes to technology — you’re always looking for better ways to work, engage, and deliver unexpected value.

* You’re comfortable operating in ambiguous, emerging categories like AEO where the rules of the game shift weekly

* You can explain complex concepts simply and credibly to stakeholders at multiple levels of seniority and in multiple functional areas

* You have strong written and verbal communication skills. You can craft a compelling email and deliver clear verbal answers and recommendations.

* You have a demonstrated ability to use AI tools to generate customer-facing value and/or improve your own professional productivity

* You’re based in NYC metro area and/or are open to a hybrid NYC work environment (remote-first, with 1-2 days/week in office)

Nice to Have

* Prior experience at an early-stage or fast-growing startup