Senior Customer Success Manager, Managed Inference
$190k - $215k • San Francisco, CA - US • FullTime
Posted 2mo ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
We are seeking a highly motivated and skilled Senior Customer Success Manager with a strong background in customer engagement and a deep technical understanding of cloud computing, AI, and ML. The ideal candidate has experience supporting customers running production AI inference workloads and understands the operational, technical, and business challenges associated with deploying and scaling AI applications. Experience supporting Managed Inference, model serving platforms, LLM deployments, AI agents, or GPU-based inference environments is highly preferred. This role is pivotal in ensuring that our clients maximize the value of our solutions, guiding them through the technical complexities and empowering them with the tools and knowledge to achieve their business and sustainability goals.
Responsibilities
- Develop and maintain strong customer relationships, understanding their business and technical needs.
- Own strategic relationships with AI-native customers deploying production inference workloads, helping them achieve performance, reliability, latency, scalability, and cost optimization.
- Create case studies to highlight customer successes.
- Act as a liaison between clients and the technical team, ensuring clear communication.
- Provide technical guidance and support for implementing and optimizing cloud-based AI and ML solutions, including Kubernetes.
- Partner with customers on model deployment strategies, inference optimization, GPU utilization, autoscaling, throughput management, observability, and production readiness.
- Conduct regular reviews and report on customer progress, ensuring KPIs and ROI are met.
- Monitor customer adoption, inference consumption, latency, uptime, capacity, and business outcomes to identify growth and risks.
- Coordinate with product and engineering teams to define customer journeys, challenges, and opportunities.
- Advocate for customer needs and influence roadmap priorities related to inference platforms and AI services.
- Stay updated on industry trends, technical advancements, and regulatory changes to advise clients.
- Maintain a strong understanding of emerging AI technologies, LLMs, model serving architectures, agentic workflows, inference optimization, and GPU infrastructure.
- Deliver training sessions and workshops to customers.
- Address and resolve customer concerns to ensure satisfaction and retention.
- Act as a trusted advisor during customer escalations, service incidents, and critical production events.
Requirements
- Bachelor’s degree in Business, Engineering, or a related field; advanced degree preferred.
- Proven experience in customer success, technical account management, or a similar role in a technology environment.
- 3+ years of experience supporting enterprise cloud, AI, machine learning, developer platform, or infrastructure customers.
- Experience managing strategic accounts running production AI workloads is strongly preferred.
- Strong technical foundation in cloud computing, AI, and ML technologies.
- Strong understanding of inference workloads, model serving architectures, Kubernetes, containers, APIs, GPU infrastructure, and AI application deployment patterns.
- Familiarity with LLMs, RAG architectures, agentic applications, model performance metrics, and inference optimization concepts is highly desirable.
- Excellent interpersonal, communication, and presentation skills.
- Demonstrated ability to build relationships at all organizational levels.
- Ability to engage effectively with executive stakeholders and technical customer teams (AI Engineers, ML Engineers, Platform Engineers, Infrastructure leaders).
- Comfortable working in a fast-paced environment with ambiguity and iterative processes.