Customer Success Manager

Summary

Join Arize, a leading AI observability and evaluation platform company, as a Customer Success Manager. You will nurture and grow new customers, driving adoption and managing renewal cycles. Responsibilities include managing customer relationships, handling renewals and upsells, building account plans, identifying growth opportunities, and demonstrating product capabilities. You will work closely with the Customer Success Engineering team and internal/external stakeholders. This role requires 3+ years of SaaS sales experience, familiarity with sales technologies, and strong communication and account management skills. Arize offers a competitive salary and benefits package, including medical, dental, vision, 401(k), unlimited PTO, generous parental leave, and a remote-first work environment with optional office space in NYC and the Bay Area.

Requirements

• 3+ years SaaS sales experience: Hungry, aggressive and motivated
• Familiarity or willingness to learn sales technologies to find and attract prospects
• Worked with customers and have conducted customer renewals
• Self-starter and comfortable working in limited process environments
• Full-cycle customer experience and ability to navigate the complexities of customer health
• Fast-paced and focused on helping customers
• Ability to demo the Arize platform to showcase the product to customers
• Team player: Collaboration with peers and other organizations within Arize is critical to success, we deeply value the success of the collective team over individual gains
• Strong communication skills: Clearly and objectively communicate observations from the field
• Strong account management skillset
• Great organizational skill set and ability to manage multiple customers at once
• Familiar with SaaS negotiations and contracts

Responsibilities

• Manage customer relationships and foster adoption and growth of Arize
• Handle renewal contracts and upsells directly with customers
• Build relationships with AI/ML users and grow/foster customer adoption
• Manage an account plan and align the Arize team on how to best drive client health
• Identify areas of growth and upsell opportunities in account base
• Demonstrate the product’s capabilities and identify opportunities for training customers
• Work closely with the Customer Success Engineering team to advise on technical best practices and ensure customer accounts are healthy
• Conduct discovery with customers and share the Arize vision
• Prospect wider into customer accounts to drive more adoption
• Manage customer feature requests and ensure they are relayed to the team in a timely manner
• Ensure support is aligned with customer requests
• Manage and navigate internal / external stakeholders to ensure success
• Understand use cases, scope licensing and find more workloads

Preferred Qualifications

• Previous selling experience in Software Engineering
• Previous selling experience in Data Science
• Previous selling experience in Machine Learning
• Eager to learn new technologies in the ML/AI space

Benefits

• Medical
• Dental
• Vision
• 401(k) plan
• Unlimited paid time off
• Generous parental leave plan
• Others for mental and wellness support
• Remote work
• WFH monthly stipend to pay for co-working spaces