Customer Success Manager

Job Title: Customer Success Manager

Location: Central or East Coast (Remote)

Company: Protect AI

About Us:
Protect AI is a leader in providing cutting-edge security solutions for artificial intelligence systems and machine learning models. Our core products, including Guardian, Layer, and Recon, are designed to secure critical AI infrastructure against evolving threats.

Role Overview:We are seeking a Customer Success Manager at Protect AI to ensure clients achieve their security goals and optimize the value from our AI security products. This role requires strategic relationship management and an understanding of both AI and cybersecurity to drive customer satisfaction and product adoption.

Key Responsibilities and Duties:

• Coordinates all phases of the customers post sales journey from the customer kickoff through renewal including what resources are required for each stage of the process.

• Reviews the customers adoption, support, and usage metrics to identify account health and locate upsell opportunities.

• Partners with Solutions Architects and Customer Success Engineers to build an account plan with clear success criteria for customers.

• Identifies challenges in the customer journey and asks questions to clearly understand problems that can lead to risk in the account.

• Collaborate with internal teams such as Engineering and Product Development to relay customer feedback and drive enhancements.

• Builds and maintains relationships with users, management, and the executive team and understands how to navigate products that have multiple stakeholders.

• Completes regular assessments of customer health and adoption through CSAT, cadence calls, and review meetings.

• Locates opportunities to connect customers with marketing, product and sales to grow our business. Examples are blogs, new use cases, references, and webinars.

KPIs and OKRs:

• Customer health scores that are based on product adoption and customer metrics.

• Successful renewals and identification of upsell opportunities, contributing to sustained revenue growth.

• Maintenance of high Customer Satisfaction (CSAT) scores by delivering exceptional customer support.

• Completed account plans for each customer including success criteria and next steps.

Ideal Background Requirements:

• 5+ years of customer success or related fields within the cybersecurity or AI industries working with enterprise customers.

• Proven track record in building and maintaining high-level customer relationships, including effective communication with C-level executives.

• Experience with SaaS and cybersecurity solutions, with a preference for candidates who have a background in AI security.

• Understands how to uncover customer requirements, locate upsell opportunities, and document technical requirements to provide feedback to engineering and product teams.

• The ability to solve complex problems by using internal resources and engaging leadership or management when needed.

Equal Employment Opportunity Statement:

Protect AI is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Contact us if you need assistance or an accommodation due to a disability. All employment is decided based on qualifications, merit, and business need.

Salary Range: $125,000 to $200,000 based on qualifications and background experience