Customer Success Manager

About the role

The hire will own the end-to-end post-sales relationship for a strategic portfolio of enterprise customers, acting as the primary executive point of contact from initial onboarding through renewal and expansion. They will translate customer business objectives into tailored success plans that map SambaNova's full-stack AI platform capabilities to measurable outcomes and adoption targets. This role will lead cross-functional onboarding and go-live initiatives, coordinating closely with Solutions Engineering, Professional Services, and Product to ensure smooth deployments and rapid issue resolution. The hire will monitor platform utilization and health metrics, proactively identifying churn risks and developing mitigation strategies in partnership with sales and account teams. They will drive upsell and cross-sell initiatives by quantifying expanding business value and surfacing new high-impact use cases across customer departments. The hire will synthesize customer feedback on product gaps, feature requests, and roadmap priorities to inform internal product and engineering decisions. They will deliver executive business reviews that demonstrate clear ROI, usage trends, and strategic recommendations for deeper AI adoption. This role will partner with Sales, Solutions Engineering, and Marketing to develop and execute customer advocacy programs, case studies, and reference programs.

Key facts

What you'll do

You will own the strategic post-sales relationship for a portfolio of enterprise accounts, acting as the primary point of contact from onboarding through renewal and expansion. You will build tailored success plans that align each customer's AI adoption goals with measurable outcomes using SambaNova's full-stack AI platform. You will lead onboarding and go-live efforts, coordinating with Solutions Engineering, Professional Services, and Product teams to ensure seamless deployments. You will monitor adoption metrics and platform utilization, proactively identifying churn risks and building mitigation plans in partnership with the account team. You will identify and drive upsell and cross-sell opportunities by demonstrating expanding business value and introducing customers to new use cases across departments. You will serve as the internal voice of the customer, synthesizing feedback on product gaps, feature requests, and roadmap priorities for Product and Engineering. You will deliver executive business reviews that showcase ROI, usage trends, and strategic recommendations to enable deeper AI adoption. You will collaborate with Sales, Solutions Engineering, and Marketing to develop customer advocacy programs, case studies, and reference implementations. You will leverage data and platform insights to educate customers on best practices for AI deployment, optimization, and scaling. You will manage the end-to-end success workflow, including documentation, reporting, and stakeholder communications for high-priority accounts.

Requirements

You must possess a Bachelor's degree or equivalent practical experience in a relevant field. You must have proven experience in a customer success, account management, or consulting role focused on enterprise software or cloud platforms. You must demonstrate a strong track record of managing strategic customer relationships and driving adoption in complex technology environments. You must be comfortable working with enterprise and government stakeholders across technical and business functions. You must have experience translating business objectives into technology outcomes and defining measurable success metrics. You must have strong written and verbal communication skills, with the ability to synthesize customer feedback and present insights to executive audiences. You must be highly organized, able to manage multiple priorities, and comfortable working in a fast-paced, dynamic environment. You must be proficient in using CRM and data analytics tools to track customer health, adoption, and risk indicators.

Nice to have

Experience with AI, generative AI platforms, or high-performance computing environments is preferred. Prior experience in the technology sector, especially with infrastructure or hardware platforms, is advantageous. Familiarity with cloud deployment models and multi-cloud environments is beneficial. Experience developing customer case studies, advocacy programs, or reference implementations is preferred.

Practical notes

This role may require travel to customer sites, partner offices, or industry events as needed. Travel requirements will be defined in the offer details. Employment terms, including working hours, are subject to the source engagement details. Candidates must comply with UK visa requirements if applicable. Deadlines for submission of application materials are defined in the source posting and must be observed.