Job Title: Customer Success Manager
Location: Remote, and Seattle, WA
Company: Protect AI
About Us:
Protect AI is a leader in providing cutting-edge security solutions for artificial intelligence systems and machine learning models. Our core products, including Guardian, Layer, and Recon, are designed to secure critical AI infrastructure against evolving threats.
Role Overview:
We are seeking a Customer Success Manager at Protect AI to ensure clients achieve their security goals and optimize the value from our AI security products. This role requires strategic relationship management and an understanding of both AI and cybersecurity to drive customer satisfaction and product adoption.
Key Responsibilities and Duties:
Forge and maintain strong relationships with customers, becoming a trusted advisor on AI security and implementation best practices for MLSecOps with our products.
Guide customers through their post-sales journey. Ensuring that customers maximize the value of our AI security solutions by driving product adoption, providing best practices, and identifying opportunities for optimization.
Proactively manage customer escalations and advocate for customer needs within Protect AI.
Collaborate with internal teams such as Sales and Product Development to relay customer feedback and drive enhancements.
Develop strategic customer success plans, including regular review cadences to assess product performance and adoption.
KPIs and OKRs:
Achievement of high customer health scores through regular assessments.
Improvement in product adoption metrics and customer satisfaction ratings.
Successful renewals and identification of upsell opportunities, contributing to sustained revenue growth.
Maintenance of high Customer Satisfaction (CSAT) scores by delivering exceptional customer support.
Ideal Background Requirements:
3+ years in customer success or related fields within the cybersecurity or AI industries.
Strong technical and analytical skills, capable of understanding and solving complex customer challenges.
Proven track record in building and maintaining high-level customer relationships, including effective communication with C-level executives.
Experience with SaaS and cybersecurity solutions, with a preference for candidates who have a background in AI security.
Certifications in project management or customer success are advantageous.
Equal Employment Opportunity Statement:
Protect AI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Contact us if you need assistance or an accommodation due to a disability. All employment is decided based on qualifications, merit, and business need.
Salary Range: $125,000 to $200,000 based on qualifications and background experience
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