AI Solutions Manager, SMB

About the role

You will own the end-to-end success of SMB and Mid-Market customers within Arize AI's AI observability and evaluation platform. This role requires you to build and deepen relationships with AI and ML practitioners and executives to foster adoption, uncover new use cases, and drive expanded usage across customer accounts. You will conduct discovery sessions to understand customer goals, share the Arize vision, demonstrate product capabilities, and propose tailored solutions that align with business objectives. You will collaborate closely with Solutions Engineering and Application Engineering teams to address complex customer needs, ensure smooth implementation, and advise on technical best practices for AI and Agent workflows. A core responsibility includes running workshops and training sessions during onboarding and ongoing engagements to ensure customers fully leverage Arize AX capabilities. You will own the full expansion and renewal sales cycle, running business reviews to demonstrate account value, identify growth opportunities, and strengthen long-term customer partnerships. Finally, you will maintain rigorous hygiene in CRM and internal tooling to support a high-performing revenue team and enable data-driven decision-making.

Key facts

What you'll do

• Build and deepen relationships with AI/ML practitioners and executives to foster adoption, uncover new use cases, and drive expanded usage across customer accounts.
• Conduct discovery with customers to understand their goals, share the Arize vision, demonstrate product capabilities, and propose tailored solutions that align with business outcomes.
• Collaborate with technical teams, including Solutions Engineering and Application Engineering, to address complex customer needs, ensure smooth implementation, and advise on technical best practices.
• Run workshops and training sessions with customers during onboarding to ensure effective adoption of Arize AI observability tools.
• Run business reviews to demonstrate account value, identify areas of opportunity, and strengthen customer partnerships over time.
• Proactively identify and develop new growth opportunities by analyzing customer usage patterns and targeting high-value needs across your book of business.
• Own the full expansion and renewal sales cycle across your book of business, managing timelines and stakeholders effectively.
• Maintain rigorous hygiene in CRM and internal tooling to support a high-performing revenue team and enable accurate forecasting.
• Partner with cross-functional teams to align messaging, case studies, and success stories that resonate with SMB and Mid-Market AI teams.
• Act as the primary point of contact for strategic accounts, ensuring executive sponsorship and alignment with customer strategic initiatives.
• Analyze product feedback from customer interactions and collaborate with product teams to influence roadmap priorities for AI observability features.
• Develop and execute account plans that map to customer maturity, usage signals, and expansion potential within the Arize AI platform.
• Leverage data and analytics to prioritize accounts, forecast revenue, and identify risks or churn indicators early in the customer lifecycle.
• Represent Arize AI in industry forums, virtual events, and customer meetings to build thought leadership in AI and Agent observability.

Requirements

• 2+ years of experience as a Customer Success Manager in SaaS, with a focus on driving adoption and expansion.
• Proven track record of driving expansion and upsell revenue within SMB and Mid-Market accounts, with bonus experience selling AI/ML or data infrastructure software to VP and C-suite stakeholders.
• A self-starter and customer-first mindset with the ability to thrive in large, complex, and rapidly scaling technology organizations.
• Demonstrated experience managing complex, multi-stakeholder sales cycles and navigating executive-level conversations in enterprise environments.
• Strong understanding of AI and ML concepts, including model training, inference, and observability challenges in production environments.
• Exceptional communication and presentation skills, with the ability to translate technical concepts into business outcomes for diverse audiences.
• Experience using CRM tools, such as Salesforce, to maintain rigorous pipeline hygiene and accurate forecasting.
• Ability to work independently and collaboratively in a distributed, asynchronous remote environment while maintaining high productivity.
• Comfort with ambiguity and a bias for action, enabling you to navigate fast-paced customer needs and evolving product capabilities.
• Willingness to travel occasionally for customer visits, virtual workshops, and industry events as business needs require.

Nice to have

• Previous experience in AI, ML, or data infrastructure roles within customer-facing or technical positions.
• Familiarity with observability, monitoring, and evaluation tools for AI systems and Agent workflows.
• Background in selling or implementing enterprise software to mid-market and SMB organizations.
• Experience running workshops or enablement sessions for technical audiences in AI or data platforms.
• Knowledge of AI governance, compliance, and regulatory considerations relevant to enterprise AI deployments.

Practical notes

• Hours: Remote (United States)
• Travel: Occasional travel may be required for customer visits, virtual workshops, and industry events as business needs require.
• Visa: Not applicable for this remote role based on source information.
• Deadline: No specific deadline provided in source.