AI Success Manager

Summary

Join Snorkel AI as an AI Success Manager and play a key role in the post-sales lifecycle of enterprise customers. Build strong relationships with senior executives, identify customer needs, and map appropriate resources. Lead customer onboarding, advocate for customer needs in product development, and partner with sales and engineering teams. Identify and mitigate churn risks, monitor customer health, and become a subject matter expert on Snorkel's products. Continuously improve the Customer Success program and contribute to company-wide revenue targets. This role requires a strong technical background and experience in customer-facing roles, along with excellent communication and presentation skills. The position offers a competitive compensation package and a chance to make a significant impact on the growth of Snorkel AI.

Requirements

• 5+ years experience working in a technical customer-facing role, e.g., technical account management, management consultant, pre-sales engineer, or customer success management
• Proven ability to understand customer objectives, design solutions and identify expansion opportunities that align to value drivers within the account
• Experience managing strategic projects or professional services engagements with a strong orientation towards teaching and enablement
• Consistent record of achieving targets and goals with a history of driving adoption and identifying/remediating risk with the goal to drive renewal, cross-sell and upsell
• Influential presence in front of customers, strong presentation and communication skills and the willingness to become the trusted advisor
• Skilled at coordinating resources to manage customer escalations through a successful resolution
• B.S. degree in Computer Science, Engineering, or comparable degree/experience
• Experience working across the Civilian, DOD and NATSEC agencies, inclusive of experience in Federal Law Enforcement, Healthcare, Financial/Regulatory and Military operations and logistics
• Candidates must have an active TS/SCI; preferred with a Single Scope Background Investigation (SSBI) with Polygraph
• Travel up to 30% based on customer needs

Responsibilities

• Build and develop relationships with senior executives in business and IT to ultimately stay aligned with business outcomes and secure partnership in their AI transformation initiatives
• Identifying critical needs of our customers and mapping appropriate resources cross-functionally including Product, Software Engineering, Applied AI Engineering, and Executive Leadership
• Lead the new customer onboarding program and work with core Snorkel AI technical teams to ensure that customer requests and escalations are resolved in a timely fashion
• Be a customer advocate as we establish our product roadmap, influence features and improvements, and actively support them through the product development pipeline in collaboration with the product team
• Partner closely with Regional Sales Leaders, Account Executives, Applied AI Engineers, Solutions Engineers, and other internal stakeholders to identify new use cases and add-on opportunities for the account team to fuel company-wide revenue targets
• Identify and mitigate risk of churn with a well thought out account renewal strategy built in collaboration with the Account Team
• Monitor customer health and adoption metrics, developing a comprehensive understanding of account health
• Become a Subject Matter Expert (SME) on Snorkel’s products, services , and our unique position within the marketplace while also continuing to expand your knowledge of AI industry trends
• Assist with the development and implementation of standard methodologies, processes, and tools to continually improve Snorkel AI’s Customer Success program

Preferred Qualifications

• Previous experience working on AI/ML projects or industry knowledge of standard technologies in the AI space
• Track record of collaboration across technical and sales teams to manage churn and grow retention rates within accounts
• Strong desire to help customers solve problems; ability to explain complex technical concepts to a broad audience and then influence internal and external stakeholders through strong interpersonal skills
• Consultative with the ability to uncover customer pain points and apply Snorkel AI’s resources to provide solutions
• Experience reviewing and drafting responses to federal Requests for Comment (RFCs), Requests for Information (RFIs), and Requests for Proposals (RFPs) is preferred

Benefits

• Comprehensive medical, dental, and vision plans for Snorkelers and their families
• Yearly wellness stipend
• 401k program
• Parental leave program lets new parents take up to 20 weeks of paid time off
• Workstation setup allowance