Description

As a Customer Success Manager, you’ll partner with leading AI/ML teams globally, driving adoption, shaping product use cases, and ensuring customer success in leveraging AI for real-world impact. This role offers a unique opportunity to grow with a leading AI company and gain deep insights into cutting-edge AI/ML applications.

The Team

Our engineering team builds systems that interact with some of the most complex software ever deployed. Composed of industry veterans who have built deep learning infrastructure, autonomous drones, ridesharing marketplaces, ad tech, and more.

As a CSM, your work will directly contribute to our customers’ success in deploying impactful AI solutions and achieving measurable business outcomes. We seek a fast-paced, client-obsessed Customer Success Manager with an entrepreneurial mindset to nurture and grow our customer base. You’ll help Arize customers improve their AI across their organizations, driving adoption and managing renewals. You’ll achieve this through effective account planning, identifying expansion opportunities, and building tailored solutions. You’ll engage with exciting and complex customer use cases, leveraging your business acumen to navigate intricacies.

What You’ll Do

• Relationship Building & Adoption: Build and deepen relationships with AI/ML users to foster adoption, uncover new use cases, and drive expanded usage through regular touchpoints and account management.
• Customer Discovery & Solution Design: Conduct discovery to understand customer goals, share the Arize vision, demonstrate product capabilities, and propose tailored solutions.
• Technical Collaboration: Collaborate with technical teams, including Customer Success Engineering, to address complex needs, ensure smooth implementation, and advise on technical best practices.
• Training & Onboarding: Run workshops and training sessions during onboarding and for new functionality.
• Strategic Account Reviews: Conduct QBRs to demonstrate value, identify opportunities, and strengthen partnerships.
• Proactive Monitoring: Monitor product usage to gauge account health.
• Sales & Executive Alignment: Work with Account Management and Executives to identify upsell opportunities and align on customer strategies.
• Customer Advocacy: Effectively relay feature requests and advocate for customer needs.
• Support Coordination: Ensure support teams are aligned with customer requests and priorities.

What We’re Looking For

• 3+ years of SaaS Customer Success Management experience.
• Self-starter with the ability to thrive in dynamic environments.
• Exceptional organizational skills for managing multiple customer relationships.
• Strong communication skills for articulating observations and fostering collaboration.
• Proven ability to demo technical products and translate value into customer solutions.
• Thrives in fast-paced, customer-first environments with a focus on results.
• Strong team player who values collaboration.
• Bonus: Familiarity with AI/ML workflows or GenAI technologies.