Responsibilities
- Monitor account health signals and adoption data to identify at-risk or expansion-ready customers in the absence of dedicated success coverage.
- Proactively intervene with customers through proactive and reactive outreach to capture expansion opportunities or resolve adoption, configuration, or technical issues.
- Coordinate pooled resources across AI Deployment Managers, Solutions Architecture, and User Operations to deliver timely customer support and interventions.
- Own instance administration and first line technical triage, including MCP refreshes, configuration updates, and error handling.
- Communicate adoption trends, risks, and intervention requirements across the customer base to Customer Education and cross-functional partners as well as identify patterns in customer issues and feedback to surface insights to Product and Engineering.
- Execute repeatable adoption and remediation programs designed to improve activation, engagement, and customer outcomes at scale.
- Partner with Sales and Solutions Engineers to support expansion readiness by identifying opportunities to drive value and validating technical readiness.
- Design experiments, measure lift, and operationalize what works across cohorts.
Requirements
- 6 years of experience in technical customer facing roles such as technical support, solutions engineering, customer success engineering, or technical account management.
- Hands on experience working with APIs, developer tools, or SaaS platforms in enterprise or scaled environments.
- Experience managing larger portfolio of customers at the same time.
- Comfortable troubleshooting technical issues and guiding customers through configuration and setup workflows.
- Can balance structured program execution with real time customer problem solving, experience with dashboards, tooling and automation preferred.
- Communicate clearly and concisely with both technical and non technical stakeholders.
- Enjoy working in fast paced environments with high context switching and operational ownership.
- Are excited by the challenge of delivering high quality customer outcomes at scale.
Additional Information
- Background checks for applicants will be administered in accordance with applicable law.
- Qualified applicants with arrest or conviction records will be considered for employment consistent with laws including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates.
- Job duties may involve access to secure and protected information technology systems and related data security obligations.
- Reasonable accommodations to applicants with disabilities can be requested via provided link.
- To report non-compliance of job posting, use the provided form.
