We are looking for a Manager, Customer Success Engineering (AI & Cloud Support) who is passionate about delivering exceptional support experiences and building high-performing teams. The ideal candidate brings a deep understanding of cloud and AI/ML ecosystems, including machine learning operations (MLOps), and enterprise support, combined with a passion for innovation and automation, and a proven ability to lead teams in delivering “white-glove” experiences for strategic customers.
Requirements
- Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs)
- Establish performance metrics (KPIs/SLAs) and conduct regular 1:1s, performance reviews, and career development planning.
- Own end-to-end support operations, including queue management, escalations, and shift planning to ensure consistent 24x7 coverage.
- Drive improvements in key support metrics such as CSAT, response times, resolution times, and overall support quality.
- Build and strengthen technical expertise within the team across core areas such as Kubernetes (DOKS), Databases, Compute, and AI/ML workloads.
- Act as the ultimate point of technical escalation for our largest, most strategic enterprise customers across Cloud and AI/ML workloads, stepping in to manage critical incidents and high-severity (Sev1/Sev2) issues.
- Design and implement customized support plans, SLAs, and escalation pathways tailored to the needs of strategic accounts.
- Partner closely with Technical Account Managers (TAMs), Growth Account Managers (GAM) to conduct Executive Business Reviews (EBRs) and ensure customers are maximizing the value of our Cloud and AI/ML products.
- Proactively identify risks and opportunities within strategic accounts to improve customer experience, adoption, and retention.
- Serve as the Voice of the Customer (VoC) to Product and Engineering teams, synthesizing support data to advocate for bug fixes, feature requests, and UX improvements.
- Own and continuously improve escalation protocols between AI/ML Support and CloudOps, Infrastructure Engineering, and Product — including Jira escalation routing, Sev1 bridge management, and post-incident documentation.
- Own the development and maintenance of SOPs, escalation runbooks, HVC support playbooks, and knowledge base content — treating documentation infrastructure as a core operational lever for team scalability.
- Contribute to the vision for AI and automation within support—building intelligent tooling and driving the team toward an automation-first model to improve efficiency, scalability, and customer experience.
Benefits
- Generous Paid Time Off
- 401k Matching
- Retirement Plan
- Tuition Reimbursement
