Manager, Customer Success Engineering

Role overview

Lead a team of Customer Success Engineers who support strategic enterprise customers on cloud infrastructure and emerging AI/ML workloads. This player-coach role blends people management, hands-on escalation handling, and cross-functional partnership with Product and Engineering to elevate the customer support experience.

Responsibilities

- Hire, train, mentor, and develop a high-performing CSE team, conducting regular 1:1s, performance reviews, and career development planning - Own end-to-end support operations, including queue management, escalation routing, and planning for 24x7 coverage - Track and improve key metrics such as CSAT, response time, resolution time, SLA adherence, and quality assurance scores - Serve as the ultimate technical escalation point for top enterprise accounts, leading critical incident bridges and Sev1/Sev2 responses - Design customized support plans, SLAs, and escalation pathways for strategic customers, partnering with account management teams on executive business reviews - Act as Voice of the Customer to Product and Engineering, owning SOPs, runbooks, support playbooks, and the vision for AI-driven automation within support

Requirements

- 5+ years in technical support, customer success, or technical account management within B2B SaaS, cloud, or AI/ML environments - 2+ years of people management experience leading technical, customer-facing teams - Working knowledge of AI/ML concepts including generative AI, LLMs, NLP, and MLOps, plus GPU infrastructure such as NVIDIA H100/H200 - Proficiency in Python and debugging RESTful APIs and cloud architectures - Strong written and verbal communication skills with the ability to translate technical concepts for varied audiences - Bachelor's or Master's degree in Computer Science, Data Science, Engineering, or a related technical field

Nice to have

- ITIL or equivalent service management certification - Hands-on experience with ML frameworks such as TensorFlow or PyTorch

Benefits and work setup

- Remote role - Base compensation range of $125,000–$153,000, with eligibility for bonus and equity programs - Reimbursement for relevant conferences, training, and education, plus access to a large online learning catalog - Employee Assistance Program, flexible time off, and locally tailored benefits