Customer Success Manager

You will manage a portfolio of enterprise accounts and create adoption plans that grow product usage. You will lead commercial discussions, define and track success criteria and ROI metrics, support technical optimization conversations, analyze usage trends, and communicate customer feedback and friction points to product and engineering stakeholders.

Responsibilities

• Create adoption plans for enterprise customers
• Drive customer value, retention, renewals, and account expansion
• Lead commercial discussions and identify growth opportunities
• Define and track customer success criteria and ROI metrics
• Help customers optimize model routing through API documentation
• Analyze usage trends to identify churn risks and upsell opportunities
• Communicate customer feedback and friction points to GTM, Product, and Engineering
• Build scalable customer success systems and guides

Requirements

• Experience at an AI-first company
• Knowledge of tokens, latency, context windows, and model routing
• Experience with technical SaaS or API-first platforms
• Experience owning a quota
• Experience navigating procurement, legal, and executive stakeholders
• Customer success playbook development
• Usage trend analysis

Benefits

• Equity