Machine Learning Success Manager, Snorkel AI

• This is a phenomenal opportunity for a customer-centric individual to join our customer success team and drive its strategy for the future
• 5+ years demonstrated ability working in a technical customer-facing role, e.g., technical account management, management consultant, pre-sales engineer or customer success
• Demonstrable ability to understand customer objectives, design solutions and identify expansion opportunities that align to value drivers within the account
• Experience running strategic projects or professional services engagements with a strong orientation towards teaching and enablement
• Consistent record of achieving targets and goals with a history of driving adoption and identifying risks to renewals, cross-selling and upselling
• Influential presence in front of customers, strong presentation and interpersonal skills and the desire to become the trusted advisor
• Skilled at coordinating resources to manage customer issues through a successful resolution
• B.S. degree in Computer Science, Engineering, or comparable degree/experience

Desirable

• As Snorkel's ML Success Manager, you will lead the post-sales lifecycle for a portfolio of enterprise customers
• You'll be focused on building strong relationships and delivering successful outcomes
• Within each account you will serve as a trusted advisor, helping customers drive adoption, move up the maturity curve, and derive business value from Snorkel Flow and our data centric approach to ML application development
• Ultimately, your efforts will directly lead to project success, retention, renewal, and growth
• Sitting at the intersection of sales, product management, engineering, and data science teams, few roles provide such a direct impact on the growth of the company
• In time, the ML Success Manager will proactively identify and enhance areas of improvement within the customer success path
• Build and develop relationships with senior leaders in business and IT to ultimately stay aligned with business outcomes and secure partnership in their transformation initiatives
• Identifying critical needs of our customers and mapping appropriate resources multi-functionally including product, engineering, data science, and co-founders
• Lead the new customer onboarding program and work with core Snorkel AI technical teams to ensure that customer requests and critical issues are resolved in a timely fashion
• Be a customer advocate as we establish our roadmap and influence features and improvements and actively support them through the product development pipeline via collaboration with the product team
• Partner closely with Regional Sales Leaders, Account Executives, MLEs, Data Scientists, and other internal collaborators to identify new use cases and add-on opportunities for the account team
• Identify and mitigate risk of churn with a well thought out account add-on strategy built in collaboration with Account Team
• Supervise customer health and adoption metrics, developing a comprehensive understanding of account health and overall status
• Become a domain expert on the Snorkel AI product, and our position within the marketplace while also continuing to expand your knowledge of AI/ML industry trends
• Assist with the development and implementation of standard methodologies, processes, and tools to continually improve our Customer Success Program