Machine Learning Success Manager

Summary

Join Snorkel AI as their ML Success Manager and lead the post-sales lifecycle for enterprise customers. You will build strong relationships, deliver successful outcomes, and serve as a trusted advisor, helping customers adopt Snorkel Flow and achieve business value. This role requires collaboration with various teams, directly impacting company growth. You will proactively identify areas for improvement within the customer success path. This is a fantastic opportunity for a customer-centric individual to join our customer success team and shape its future strategy. The role involves managing customer relationships, resolving issues, and contributing to product development.

Requirements

• 5+ years demonstrated ability working in a technical customer-facing role, e.g., technical account management, management consultant, pre-sales engineer or customer success
• Demonstrable ability to understand customer objectives, design solutions and identify expansion opportunities that align to value drivers within the account
• Experience running 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 risks to renewals, cross-selling and upselling
• Influential presence in front of customers, strong presentation and interpersonal skills and the desire to become the trusted advisor
• Skilled at coordinating resources to manage customer issues through a successful resolution
• B.S. degree in Computer Science, Engineering, or comparable degree/experience
• Travel up to 30% based on customer needs

Responsibilities

• Build and develop relationships with senior leaders in business and IT to ultimately stay aligned with business outcomes and secure partnership in their transformation initiatives
• Identify critical needs of our customers and map appropriate resources multi-functionally including product, engineering, data science, and co-founders
• Lead the new customer onboarding program and work with core Snorkel AI technical teams to ensure that customer requests and critical issues are resolved in a timely fashion
• Be a customer advocate as we establish our roadmap and influence features and improvements and actively support them through the product development pipeline via collaboration with the product team
• Partner closely with Regional Sales Leaders, Account Executives, MLEs, Data Scientists, and other internal collaborators to identify new use cases and add-on opportunities for the account team
• Identify and mitigate risk of churn with a well thought out account add-on strategy built in collaboration with Account Team
• Supervise customer health and adoption metrics, developing a comprehensive understanding of account health and overall status
• Become a domain expert on the Snorkel AI product, and our position within the marketplace while also continuing to expand your knowledge of AI/ML industry trends
• Assist with the development and implementation of standard methodologies, processes, and tools to continually improve our Customer Success Program

Preferred Qualifications

• Previous experience working on machine learning projects or industry knowledge of standard technologies in the machine learning space
• Track record of collaboration across technical and sales teams to handle churn and grow retention rates within accounts
• Strong desire to help people solve problems with the ability to explain technical concepts to a broad audience and then influence internal and external partners
• Ability to uncover customer struggles and apply Snorkel AI’s resources to provide solutions
• Previous experience with manufacturing, retail, health and life sciences, or insurance is a plus

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
• Equity compensation in the form of employee stock options