Responsibilities

Own the end-to-end deployment and success of Encord across a portfolio of customers, from initial onboarding through long-term adoption.
Lead customers to value quickly by guiding technical teams, running effective enablement, and establishing strong success plans.
Build deep, trusted relationships with customer stakeholders at all levels, from hands-on users to executive sponsors.
Maintain a holistic understanding of each customer's goals, usage, and risk profile, proactively addressing issues before they escalate.
Partner closely with Sales to support renewals, identify expansion opportunities, and drive long-term account growth.
Act as a strategic voice of the customer, sharing insights with Product and Engineering to influence roadmap and execution.
Help shape and continuously improve Encord's post-sales motion, playbooks, and operating processes as the company scales.

Requirements

2–8 years in a customer-facing technical or post-sales role such as Customer Success, Technical Account Management, Solutions Engineering, Implementation, or Management Consulting.
Proven ability to manage complex, multi-stakeholder deployments of technical software products, ideally in a B2B SaaS environment.
Track record of driving measurable outcomes — time-to-value, product adoption, retention, or expansion — across a portfolio of enterprise accounts.
Experience engaging confidently with technical teams (ML engineers, data scientists, software engineers) as well as executive and business stakeholders.
Strong project management skills, with the ability to run multiple concurrent deployments, coordinate internal resources, and keep customers on track.
Commercially aware, with experience contributing to renewals, identifying expansion signals, and partnering with Sales on account growth.
Familiarity with CRM and CS tooling (e.g. HubSpot, Salesforce, Gainsight, or similar).
Experience at a high-growth start-up or scale-up strongly preferred.

Competitive salary, commission, and meaningful equity in a high-growth start-up.
Strong in-person culture: 3–5 days/week in our newly launched North Beach loft office.
Flexible PTO to fully recharge; 18 paid vacation days in the U.S. plus federal holidays.
Annual learning & development budget.
Comprehensive health, dental, and vision coverage.
Frequent travel opportunities across the U.S., London, and Europe.
Bi-annual company offsites, twice-weekly team lunches, and monthly socials.