Manager, Customer Success GSI

1 нед. назад

USALead

customer successteam managementstrategic relationship management

Lead and develop the Customer Success team managing Global Systems Integrators and consulting firms deploying 's AI products.

Обязанности

As Manager, Customer Success — GSI at , you'll lead the front-line team responsible for 's most complex and highest-leverage customer relationships: the Global Systems Integrators and consulting firms who deploy Claude inside their own firms, in addition to, extending ’s scale by deploying Claude across their clients. You'll directly coach and develop a team of 5–8 Customer Success Managers who drive value across our entire product portfolio e.g. Claude Platform, Claude Code and Claude Cowork,  while building and maintaining strategic relationships with our flagship partners.
You'll inherit a partially-formed team and hire the rest of it, while establishing the plays, frameworks, and operating rhythms that make GSI success repeatable and scalable. GSIs are highly matrixed organizations with multiple practices, service lines, geographies, and stakeholder groups, and success requires influence without formal authority at every level. Your team will run Claude Center of Excellence builds, Train-the-Trainer programs, and multi-practice rollouts — and you'll be the person who directs what works at one partner into a methodology that works at all of them.
You'll be instrumental in defining how scales Customer Success through partners, not just to them.
Directly manage and develop a team of 5–8 Customer Success Managers supporting GSI and consulting-firm partnerships across all products.
Own the hiring plan to build the team from its current size to full strength, including sourcing strategy and onboarding, while contributing to hiring, onboarding, and training initiatives across all of Customer Success as it scales
Coach team members on GSI-specific customer success practice: navigating matrixed partner organizations, activating champions across practices, change management at firm scale, and value realization across both consumption and seat-based models
Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell identification), customer health, retention (NRR), and customer satisfaction (CSAT)
Join strategic partner engagements and escalations, demonstrating executive presence with practice leaders, CTOs, and managing-partner-level stakeholders
Build and refine the GSI success methodology, including but not limited to, success planning frameworks, QBR templates, Center of Excellence blueprints, Train-the-Trainer curricula, and expansion playbooks that extend from one GSI to the next
Partner closely with Sales and the Partnerships organization to align on account strategy, facilitate handoffs, and separate the partner's internal adoption motion from the client-facing motion
Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for GSI needs and translate field signal into product direction
Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening hands-on expertise
Conduct regular 1:1s, performance reviews, and career development planning for direct reports
Own portfolio-level planning and forecasting, including renewal risk mitigation and consumption development across the GSI book
Serve as escalation point for at-risk customers and complex situations within your team's portfolio
Develop GSI advocacy assets including case studies, testimonials and reference architectures
Champion responsible AI deployment practices with customers and represent 's values in all customer interactions

Требования

7+ years of experience in customer success, account management, or customer-facing roles, with 2+ years of front-line management experience
Direct experience driving success with GSIs (e.g. Accenture, IBM, Cognizant, TCS, Infosys) and/or Tier 1 consulting firms (McKinsey, BCG, Bain)
Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
Experience managing customer portfolios at enterprise scale, including accounts with $1M–$100M+ annual contract values
Demonstrated ability to drive outcomes in highly matrixed organizations where you held no formal authority, and to coach a team to do the same
Strong understanding of both consumption-based and seat-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
Experience developing scalable enablement programs, repeatable delivery methodologies, or frameworks that multiple teams adopted independently of you
Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on capabilities across multiple offerings
Strong executive presence and the ability to represent with partner technical and business leaders
Strong business acumen with the ability to articulate value, calculate ROI, and drive customer business outcomes
Ability to balance strategic thinking with tactical execution and context-switch between coaching, partner engagement, and operational planning
A knack for bringing order to chaos and an enthusiastic "roll up your sleeves" mentality
Track record of achieving team targets for expansion, retention, and customer satisfaction
Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology
The annual compensation range for this role is listed below. 
For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Другое

’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
Required field of study:  A field relevant to the role as demonstrated through coursework, training, or professional experience
Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position
Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.
Visa sponsorship:  We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.
We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed.  Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team. Your safety matters to us. To protect yourself from potential scams, remember that recruiters only contact you
We believe that the highest-impact AI research will be big science. At we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.
The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to , including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.
is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage:  Learn about  our policy for using AI in our application process.