Customer Success Manager
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Job Description
Customer Success Manager guiding enterprise clients in AI deployment and maximizing value from SambaNova's platform. Building tailored success plans and driving upsell opportunities.
Responsibilities:
- Own the post-sales relationship for a portfolio of enterprise accounts, serving as the primary point of contact from onboarding through renewal and expansion.
- Build tailored success plans aligned to each customer's AI adoption goals — translating their business objectives into measurable outcomes with SambaNova's platform.
- Lead onboarding and go-live efforts, coordinating with Solutions Engineering, Professional Services, and Product teams to ensure smooth deployments.
- Monitor adoption metrics and platform utilization; proactively identify churn risks and build mitigation plans in partnership with the account team.
- Drive upsell and cross-sell opportunities by demonstrating expanding business value and introducing customers to new use cases across departments.
- Act as the voice of the customer internally — synthesizing feedback on product gaps, feature requests, and roadmap priorities for the Product and Engineering teams.
- Deliver executive business reviews (EBRs) showcasing ROI, usage trends, and strategic recommendations for deeper AI adoption.
- Partner with Sales, Solutions Engineering, and Marketing to develop customer advocacy programs, case studies, and reference accounts.
Requirements:
- 5–10+ years in Customer Success, Technical Account Management, or related enterprise-facing roles, ideally in AI/ML infrastructure, cloud computing, or deep-tech hardware or software.
- Demonstrated ability to manage complex, multi-stakeholder accounts and build executive-level relationships with technical and business audiences.
- Working knowledge of AI/ML workflows, large language models (LLMs), or HPC infrastructure — enough to credibly engage with data science and ML engineering teams.
- Proven track record of driving adoption, retention, and expansion within a technical enterprise product.
- Excellent project management skills with the ability to manage multiple priorities and coordinate across internal teams in a fast-moving environment.
- Strong written and verbal communication skills; able to distill complex technical concepts for both executive and practitioner audiences.
- Bachelor's degree or equivalent experience in a technical or business field.
Benefits:
- 95% premium coverage for employee medical insurance
- 77% premium coverage for dependents
- Health Savings Account (HSA) with employer contribution
- Dental insurance
- Vision insurance
- Short/Long term Disability insurance
- Basic Life insurance
- Voluntary Life insurance
- Accidental Death & Dismemberment (AD&D) insurance
- Flexible Spending Account (FSA) options including Health Care, Limited Purpose, and Dependent Care
- Subscription to Headspace
- Gympass+ membership with access to physical gyms
- One Medical membership
- Counseling services with an Employee Assistance Program
- Well-being benefits for dependents
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