Customer Success Manager, Enterprise

About the Company

Clarifai is a leading, full-lifecycle deep learning AI platform for computer vision, natural language processing, and audio recognition. We help organizations transform unstructured images, video, text, and audio data into structured data at a significantly faster and more accurate rate than humans would be able to do on their own. Founded in 2013 by Matt Zeiler, Ph.D. Clarifai has been a market leader in AI since winning the top five places in image classification at the 2013 ImageNet Challenge. Clarifai continues to grow with employees remotely based throughout the United States, Estonia, Argentina, and India.

We have raised $100M in funding to date, with $60M coming from our most recent Series C, and are backed by industry leaders like Menlo Ventures, Union Square Ventures, Lux Capital, New Enterprise Associates, LDV Capital, Corazon Capital, Google Ventures, NVIDIA, Qualcomm and Osage.

Clarifai is proud to be an equal opportunity workplace dedicated to pursuing, hiring, and retaining a diverse workforce.

Your Impact

You will be instrumental in driving product adoption, continuous engagement, and NRR for Clarifai. Your production and efforts will go hand in hand with the overall scalability, growth and success of the company!

Your Opportunity

Clarifai is looking for a proven Enterprise Customer Success Manager to manage a set of large accounts in order to help drive a high level of customer satisfaction, successful product use, and customer retention. For the right candidate, this is a career-defining opportunity to join us at a critical moment and truly have a significant impact working alongside experts in Computer Vision, Machine Learning, and Deep Learning. The ideal candidate should have a proven track record of Software as a Service (SaaS) account management, maintaining high customer renewal rates as a result of ongoing customer engagement, technical leadership, and outstanding communication skills. This role is remote based in USA or Canada.

• You will serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues and over time serve as a trusted Clarifai advisor


• Perform initial on-boarding of accounts with enterprise-level customers, ensuring strong adoption and ongoing engagement throughout the customer's lifetime


• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction


• Serve as the Clarifai subject matter expert (SME) providing guidance and addressing customers AI challenges


• Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand Clarifai use throughout the account


• Develop tools, processes, and best practices to ensure customers are realizing the greatest possible value from Clarifai


• Use usage patterns to gain insights, provide guidance and increase customer satisfaction


• Serve as the primary interface to manage and resolve any critical situations


• Work closely with the Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities


• Provide expert customer insight to product management, marketing, and sales on what innovation and continuous improvement is needed in the user experience, product capabilities, features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our larger customers, many of which operate at massive scale


• Exceed all performance targets, including net retention rates (NRR)

Requirements

• Account management experience, preferably for early to mid-stage SaaS software, and proven ability to succeed in a fast-paced, dynamic, and high-growth technology environment


• Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base


• Outstanding multi-task task management skills across a varied set of responsibilities


• Passion for working with leading-edge, web-based technologies and a desire to deeply understand Clarifai's benefits, use cases, and technical elements


• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end-user personnel in large enterprises


• Ability to build credibility and trust by understanding customer requirements and addressing


• Willing to travel periodically based on customer and business needs