Customer Success Manager

Summary

Join HumanSignal, a company building a platform for creating, curating, and evaluating high-quality data for AI, as a Customer Success Manager. You will work with enterprise customers to operationalize labeling workflows, integrate Label Studio into ML pipelines, and improve model performance. As an early team member, you will shape the engagement model, help customers scale, and influence product direction. You will own strategic customer relationships, partner with ML and data science teams, and drive business value by reducing labeling costs and increasing model performance. You will also serve as a trusted technical advisor, providing best practices on annotation project setup and data curation strategies. This role requires 6+ years in customer-facing technical roles and direct experience as a data scientist or in a customer-facing role serving data scientists. The role offers a base salary of $127,000-$152,000 USD and on-target earnings of $158,000-$190,000 USD, along with stock options and comprehensive health benefits.

Requirements

• 6+ years in customer-facing technical roles, such as Customer Success, Solutions Engineering, or Technical Account Management, with at least 5 years managing customer relationships
• Direct experience as a data scientist , ML engineer, or MLOps practitioner - or in a customer-facing role serving that audience
• Experience getting AI/ML models to production , and an understanding of how they integrate into ML pipelines
• Familiarity with modern ML/AI workflows, data collection, including labeling, model training, quality assurance, and productionization. Experience aligning with strategic focus of Head of Engineering / Head of AI personas a big plus
• Strong understanding of AI/ML organizational dynamics - especially pain points and goals of technical leaders like Heads of AI, Data Science, or Engineering
• Experience working in B2B SaaS , ideally at AI/ML companies or startups serving data science teams

Responsibilities

• Own strategic customer relationships across onboarding, adoption, expansion, and renewal
• Partner deeply with ML and data science teams to help them integrate Label Studio into their data pipelines and labeling operations
• Drive business value by identifying ways to reduce labeling cost and increase model performance through efficient workflows and better quality control, making usage recommendations aligned with customer business goals and strategic priorities
• Support usage expansion by aligning with customer technical goals, helping to operationalize labeling workflows as part of their standard practice, and advocating internally for required feature enhancements
• Establish yourself as a trusted technical advisor , providing best practices on annotation project setup, ontology design, human-in-the-loop processes, and data curation strategies

Preferred Qualifications

• Ramp on our product & company value proposition such that you can effectively articulate it to customers
• Meet key enterprise customers and begin gathering success criteria and feedback
• Identify gaps between the current status and the client’s desired outcome and how those gaps could be bridged
• Partner with Sales, Product, and Marketing peers to craft Joint Success Plans for customers
• Deliver high-impact onboarding & adoption plans
• Serve as a proactive advisor on best practices for product usage and share applicable success stories to help customers transform their data labeling practice
• Partner with your champions to evangelize success and achievements to further drive awareness and expansion opportunities within the organization
• Capture product feedback and feature requests, identify the “why” and value behind that information to connect it to customer outcomes
• Track towards key targets for customer satisfaction, renewals, and expansion
• Nurture relationships with strategic accounts across user, technical, and executive personas. Guarantee satisfaction and alignment along every step
• Help continue building out customer success functions by drafting best practices, playbooks, and process designs in order for the team to serve a growing book of customers at scale
• Represent the voice of the customer in cross-functional discussions
• Become a go-to technical leader for our most strategic accounts
• Be proactive in identifying future obstacles in terms of larger customers' adoption and usage, and identify opportunities to expand their investment
• Keep scaling customer success initiatives based on customer and usage growth, contributing to the team’s evolution as we scale

Benefits

• Stock options
• Comprehensive health benefits