Senior Customer Success Manager

About the role

We are seeking a highly motivated and skilled Senior Customer Success Manager with a strong background in customer engagement and a deep technical understanding of cloud computing, AI, and ML. This role is pivotal in ensuring that our clients maximize the value of our solutions, guiding them through the technical complexities and empowering them with the tools and knowledge to achieve their business and sustainability goals.

Responsibilities

• Develop and maintain strong, long-lasting customer relationships, understanding their business needs and technical requirements.
• Work on case studies to highlight customer successes.
• Act as the bridge between our clients and our technical team, ensuring clear communication and alignment of goals.
• Provide technical guidance and support to customers in the implementation and optimization of our cloud-based AI and ML solutions including Kubernetes solutions.
• Conduct regular reviews and report on customer progress, ensuring the achievement of key performance indicators and return on investment.
• Customer Journey Coordination: Coordinate with the product and engineering teams to define customer journeys, challenges, and opportunities.
• Industry and Technical Awareness: Stay up-to-date with industry trends, technical advancements, and regulatory changes to provide strategic advice to clients.
• Customer Training: Deliver training sessions and workshops to customers on the use and benefits of our products and services.
• Issue Resolution: Address and resolve customer concerns, ensuring high levels of customer satisfaction and retention.

Requirements

Required qualifications include:

• Educational Background: Bachelor’s degree in Computer Science, Engineering, or a related field. Advanced degree preferred.
• Professional Experience: Proven experience in customer success, technical account management, or a similar role in a technology-driven environment.
• Technical Proficiency: Strong technical foundation in cloud computing platforms, AI, and ML technologies, with the ability to communicate complex concepts in simple terms.
• Interpersonal Skills: Excellent interpersonal, communication, and presentation skills.
• Relationship Building: Demonstrated ability to build relationships at all levels within an organization.
• Adaptability: Comfortable working in a fast-paced environment with ambiguous and/or iterative fact-sets.

Qualifications

Preferred qualifications include:

• Experience with Kubernetes solutions.
• Knowledge of regulatory compliance in the AI and ML space.
• Experience in managing large-scale customer engagements.

Skills

Skills required for this role include:

• Strong customer service and relationship management skills.
• Ability to communicate complex technical concepts to non-technical stakeholders.
• Excellent organizational and project management skills.
• Proficiency in cloud computing platforms such as AWS, Azure, or Google Cloud.
• Experience with AI and ML technologies.
• Strong analytical and problem-solving skills.

Benefits

• Competitive compensation
• Restricted Stock Units
• Paid time off & paid holidays
• Comprehensive health, dental & vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance, short-term and long-term disability
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend
• 401(k) Retirement plan with company match up to 4% of salary
• Volunteer time off

Pay

$190,000 - $215,000 OTE+ Bonus. Restricted Stock Units are included in all offers.

Schedule

This is a full-time position.