Manager, Customer Success Engineering

Job Summary

Leading a team of Customer Success Engineers in a full-time remote capacity, the Manager, Customer Success Engineering will oversee support operations for strategic customers in cloud infrastructure and AI/ML workloads, focusing on team performance and customer experience outcomes.

Key responsibilities

• Lead, hire, train, and mentor a high-performing team of Customer Success Engineers, driving accountability and performance
• Act as the ultimate point of technical escalation for strategic enterprise customers, managing critical incidents and customizing support plans
• Serve as the Voice of the Customer to Product and Engineering teams, advocating for improvements based on support data and customer feedback

Required qualifications

• 5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments
• 2+ years of people management experience leading technical, customer-facing teams in a high-growth environment
• Solid understanding of AI/ML concepts and familiarity with GPU infrastructure and AI inference workloads
• Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture
• Excellent communication skills, with the ability to translate complex technical concepts for diverse audiences