AI Solutions Manager, West

About the role

You will own the end-to-end success of strategic AI/ML customers in the Western United States, acting as the primary business advocate inside Arize AI. You will build and deepen relationships with AI and ML practitioners to uncover new use cases, drive adoption of Arize platform features, and expand usage across customer accounts. This role requires you to run discovery sessions, QBRs, and workshops to translate complex AI observability needs into clear value demonstrations. You will collaborate closely with Customer Success Engineering to ensure smooth implementations and to advise on technical best practices for monitoring and evaluating AI systems. You will proactively monitor product usage data to gauge account health and identify signals of churn or growth. In addition, you will work with internal executive and account management teams to identify and pursue upsell opportunities aligned with customer journeys. You will effectively relay customer feature requests and feedback to product and engineering teams to influence the Arize roadmap. Finally, you will ensure support teams are fully aligned with customer requests and priorities to maintain high satisfaction.

Key facts

What you'll do

Conduct discovery with customers to understand their goals, share the Arize vision, demonstrate product capabilities, and propose tailored solutions.

Build and deepen relationships with AI/ML users to foster adoption, uncover new use cases, and drive expanded usage across customer accounts through regular touchpoints.

Run workshops and training sessions with customers during onboarding and new functionality rollouts to ensure teams can leverage Arize effectively.

Run QBRs to demonstrate account value, identify areas of opportunity, and strengthen customer partnerships through data-driven insights.

Proactively monitor product usage across your accounts to further gauge account health and identify risks or expansion signals.

Collaborate with technical teams, including Customer Success Engineering, to address complex customer needs and ensure smooth implementation.

Work closely with Account Management and Executive teams to identify upsell opportunities and align on customer health strategies.

Effectively relay customer feature requests and feedback to internal teams and advocate for customer needs within the organization.

Ensure support teams are aligned with customer requests and priorities to maintain high satisfaction and retention.

Drive adoption of Arize platform features by demonstrating how observability and evaluation tools solve real-world AI and ML challenges.

Partner with sales teams to build business cases and champion customer success during procurement and renewal discussions.

Maintain deep expertise in AI/ML workflows and observability best practices to advise customers on optimizing their AI systems.

Represent customer voice in internal product discussions to influence roadmap decisions and improve user experience.

Develop and maintain strong executive relationships within key accounts to unlock strategic growth initiatives.

Requirements

3+ years of experience as a Customer Success Manager in SaaS.

A self-starter mindset with high ownership and accountability for outcomes in a fast-paced environment.

Exceptional verbal and written communication skills to engage with technical and executive stakeholders.

Strong experience running QBRs, discovery calls, and workshops with enterprise customers.

Proven ability to manage and grow strategic accounts in a SaaS environment.

Comfortable working with data and dashboards to monitor product usage and health metrics.

Deep understanding of AI/ML concepts and the challenges of deploying AI systems in production.

Willingness to travel regionally to meet key customers and attend industry events when necessary.

Nice to have

Experience in the AI, ML, or data infrastructure space.

Background in observability, monitoring, or evaluation of AI systems.

Familiarity with large language models and agentic AI workflows.

Practical notes

This role requires candidates to be based in the San Francisco Bay area/PST time zone.

Travel may be required regionally to meet key customers and attend industry events.

Employment is contingent on authorization to work in the United States.