Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
AI Engagement Manager
Manages strategic AI lab accounts as trusted advisor, owning relationships, solution design for ML workflows like RLHF and data labeling, renewals, expansions, and health metrics for long-term success.
180k – 230kUnited StatesCustomer SuccessRemote4+ YOE
About the role
Key Responsibilities
Own Strategic Customer Relationships
- Serve as the primary point of contact for a portfolio of flagship AI lab and model-builder accounts
- Build multi-threaded relationships across researchers, PMs/TPMs, vendor ops, and procurement
- Map complex org structures, identify champions, and uncover expansion opportunities
- Act as a trusted advisor who deeply understands each customer's technical goals and roadmap
Solution Design, Scoping & Commercial Strategy
- Partner with Product, Delivery, and Engineering to design solutions for Agentic AI, data labeling, evaluation, RLHF, red-teaming, and emerging workflows
- Ensure strong requirements gathering, alignment on success metrics, and clear translation into operational workflows
- Maintain standards for scoping, SLAs, quotes, and margins
- Translate research-driven technical requirements into clear, implementable workflows with Delivery and Product
Account Health, Renewals & Expansion
- Maintain living account plans outlining use cases, risks, and growth opportunities
- Drive renewal processes across timing, stakeholder alignment, and messaging
- Build early-warning systems for churn and coordinate cross-functional mitigation plans
- Track core account metrics: retention, expansion, account health, and NPS/CSAT
Cross-Functional Collaboration
- Partner with Sales on new-logo vs. expansion ownership and seamless handoffs
- Work closely with Delivery to show up as a unified team to customers
- Collaborate with Product/R&D to bring structured customer insights into roadmap planning
Qualifications
- 4+ years in customer-facing roles with technical buyers (Engagement Management, Strategic Accounts, Customer Success, or product-minded ML/data roles)
- Experience managing complex, multi-stakeholder accounts (AI labs, model builders, or R&D-heavy orgs preferred)
- Working knowledge of ML/data workflows (data labeling, evaluation, RLHF, red-teaming, or adjacent)
- Demonstrated ability to lead solution design and scoping with Delivery/Ops
- Experience owning or co-owning renewals, expansions, and commercial outcomes
- Ability to navigate procurement and vendor ops in enterprise settings
- Excellent communication across researchers, PMs, executives, and procurement
- High ownership, decisiveness, and comfort in rapidly changing environments
Nice to Have
- STEM background or strong technical fluency (CS, Engineering, Stats, ML, Economics)
- Experience at an AI data provider, ML infra platform, or developer tools company
- Existing relationships within the AI/ML ecosystem
- Experience working in R&D-driven organizations
Skills
Machine LearningRLHFData LabelingEvaluationRed-TeamingAgentic AIMl WorkflowsCustomer SuccessAccount Management
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