Customer Success Manager

About the position

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. 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.

Responsibilities

• Coordinates all phases of the customers post sales journey from the customer kickoff through renewal including what resources are required for each stage of the process.
• Reviews the customers adoption, support, and usage metrics to identify account health and locate upsell opportunities.
• Partners with Solutions Architects and Customer Success Engineers to build an account plan with clear success criteria for customers.
• Identifies challenges in the customer journey and asks questions to clearly understand problems that can lead to risk in the account.
• Collaborate with internal teams such as Engineering and Product Development to relay customer feedback and drive enhancements.
• Builds and maintains relationships with users, management, and the executive team and understands how to navigate products that have multiple stakeholders.
• Completes regular assessments of customer health and adoption through CSAT, cadence calls, and review meetings.
• Locates opportunities to connect customers with marketing, product and sales to grow our business. Examples are blogs, new use cases, references, and webinars.

Requirements

• 5+ years of customer success or related fields within the cybersecurity or AI industries working with enterprise customers.
• 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.
• Understands how to uncover customer requirements, locate upsell opportunities, and document technical requirements to provide feedback to engineering and product teams.
• The ability to solve complex problems by using internal resources and engaging leadership or management when needed.