Enterprise Customer Success Manager, deepset
+ Stock options
Build custom AI and LLM applications
Be an early applicant
Build custom AI and LLM applications
21-100 employees
Be an early applicant
+ Stock options
21-100 employees
Company mission
To make custom AI solutions accessible to every organisation, driving adoption and impact.
Role
Who you are
- 4+ years in Customer Success, Account Management, Consulting, or related roles in a B2B SaaS or enterprise software environment
- Proven track record of success in managing, retaining and expanding enterprise accounts
- Ability to understand complex technical products and communicate them in a customer-centric way
- Strong commercial acumen, able to spot growth opportunities and work with sales to unlock them
- Excellent stakeholder management, presentation and communication skills, tailoring engagement from users to C-suite
- Highly organised, proactive, and comfortable owning outcomes with minimal oversight
- Data-driven approach to understanding customer behavior, driving decisions, informing strategy and measuring success
- Experienced with Salesforce or other CRM platforms
Desirable
- Experience working with enterprise customers
- Experience working in a remote-centric startup environment
- Experience with technology, ideally AI/ML, open-source, or B2B SaaS developer-facing products
- Familiarity with Analytics platforms and CSP tools such as Gainsight
- Experience working with public sector, finance, or regulated industries
What the job involves
- We are looking for a strategic, commercially-minded Enterprise Customer Success Manager to join our small, but mighty, CS team. In this role, you’ll own relationships with our most important customers, ensuring their long-term success while actively uncovering new opportunities to expand our footprint
- Acting as their trusted advisor, helping them realise the full value of our solutions, and playing a key role in driving retention, expansion, and account health across your portfolio
- Own the post sales Customer Journey for assigned enterprise accounts, ensuring long-term success and value
- Develop and execute Customer Success plans; including onboarding, adoption, training, and success metrics alignment
- Drive retention and growth by ensuring customers achieve meaningful outcomes and value from our solution
- Act as the voice of the customer internally, partnering with Product, Engineering, and Sales to champion customer needs
- Lead quarterly business reviews (QBRs), value realisation check-ins, and strategic roadmap and customer goal alignment
- Collaborate with Sales to identify, qualify, and support upsell and cross-sell opportunities
- Use data to monitor customer health, identify risk, and implement strategies to drive renewals and expansion opportunities
- Assist with building Customer Success programs and processes to improve customer experience and engagement
- Maintain high levels of customer satisfaction and ensure clear documentation in CRM and other systems
Our take
Natural Language Processing (NLP) is at the core of many modern enterprise data processing workflows, from complex data processes to customer service chatbots. However, NLP systems are not one-size-fits-all, and the development and deployment of bespoke NLP systems require the niche and expensive help of programmers with expertise in machine learning and semantic syntax.
Deepset provides an open-source API-driven framework called Haystack for the quick and efficient development of production-ready NLP systems. The company's goal is to make modern NLP as easy as possible to apply in a practical and scalable way, and states major use cases of its API for automated data analysis, customer satisfaction, fraud monitoring, and regulatory actions.
Whilst NLP has been implemented by many enterprises such as Amazon AWS and Microsoft, options for companies without dedicated AI experts have been limited, making Deepset's open-source approach highly beneficial to many industries. Lately, the company has introduced custom AI agent solution architecture, which will enable companies to deploy AI agents across cloud and on-premise environments.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Aug 2023
$30m
EARLY VC
Apr 2022
$14m
SERIES A
Total funding: $45.6m
Company benefits
- Ownership: Join as an owner with employee stock options - you're building your future here
- Wellbeing: Health, dental, and vision coverage, plus retirement plans in specific locations
- Connection: Remote and in-office collaboration, plus a home office budget and tech setup
- Growth: Support for learning, conference opportunities, and professional development
- Community: Team gatherings and global events to build strong connections, virtually and in-person
Company HQ
Mitte, Berlin, Germany
Leadership
Milos Rusic
(Co-Founder & CEO)Experience as Director of Market Development for KONUX from 2016 to 2018.
Malte Pietsch
(Co-Founder & CTO)Experience as Data Scientist for plista from 2016 to 2018.
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