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

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 are not selling traditional SaaS dashboards. We are helping companies adopt AI workers that perform work, reduce manual effort, and change how teams operate.

That means Customer Success at Briq is different.

This is not a passive “relationship management” role. This is a high-ownership role for someone who can guide customers through change, manage pressure, communicate clearly with executives, and drive measurable adoption of AI automation.

We are hiring experienced Customer Success Managers in South Africa to support our North American customer base.

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 make sure customers understand the value they are getting, continue expanding their use of Briq, and stay aligned through the natural challenges that come with adopting AI.

This role requires maturity, resilience, strong communication, and commercial judgment. You must be able to handle demanding customers, ambiguous issues, fast-moving product changes, and high expectations without losing control of the account.

You must be based in South Africa and able to work US Central Time business hours.

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

English Requirement

This role requires near-native, executive-level English.

The successful candidate must be able to lead live customer calls with North American executives, explain technical and AI workflow issues clearly, write polished follow-up emails, manage escalations professionally, and communicate with confidence during high-pressure conversations.

Candidates will be assessed through a written exercise and live role-play interview.

Preferred Experience

The strongest candidates will have experience in one or more of the following:

• 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 escalate 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 do not just “manage relationships.” They drive outcomes.

They can walk into a difficult customer conversation, understand the issue, separate emotion from facts, create a plan, and move the account forward. They know how to build trust with executives, follow through with internal teams, and keep customers focused on value.

A successful Briq CSM should be comfortable saying:

“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

Compensation for this role is expected to range 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

This is a remote role based in South Africa, supporting customers in North America.

The role requires availability during US Central Time business hours, Monday through Friday.

Interview Process

Candidates should expect the interview process to include:

1. Resume and experience review

2. English communication screen

3. Written customer follow-up exercise

4. Live customer escalation role-play

5. Final interview with Briq leadership

We are looking for people who can communicate clearly, think under pressure, and take ownership.

How to Apply

Please apply with your CV and a short note answering the following:

1. How many years of SaaS, technology, or customer success experience do you have?

2. What type of customers have you managed?

3. What was the size of your customer portfolio?

4. Have you owned retention, renewals, adoption, or expansion targets?

5. Are you comfortable working US Central Time hours?

6. Describe a difficult customer escalation you handled and how you resolved it.

7. Describe your experience with AI, automation, ERP, construction technology, finance workflows, or complex enterprise software.

Screening Requirement for Recruiters

Please do not submit junior customer support profiles for this role.

Briq is looking for experienced Customer Success Managers with at least 5 years of relevant experience, strong English, executive presence, SaaS or technology experience, and the ability to manage pressure in a fast-moving AI environment.

The ideal candidate is mature, organized, commercially aware, and capable of owning customer outcomes without constant supervision.