Urgent need of Customer Success Manager 2025

Job Description

Remote

Protect ai

Job Title: Customer Success Manager

Location: Remote or Seattle, WA
Company: Protect AI

About Us

Protect AI is a leading provider of advanced security solutions tailored for artificial intelligence systems and machine learning models. Our flagship products, including Guardian, Layer, and Recon, are designed to safeguard critical AI infrastructure from emerging threats. As we continue to expand and enhance our offerings, we are looking for driven and passionate professionals to join our team and contribute to securing the AI landscape.

Role Overview

We are seeking an experienced Customer Success Manager to join Protect AI. In this role, you will play a key part in ensuring that our clients fully realize the value of our AI security products. By driving customer satisfaction, advocating for their needs, and fostering strong, long-term relationships, you will directly contribute to the success of our customers and the growth of Protect AI. This role requires a deep understanding of both AI and cybersecurity, along with excellent relationship-building skills and strategic thinking.

Key Responsibilities and Duties

• Customer Relationship Management:
  • Build and maintain strong, long-term relationships with customers, positioning yourself as a trusted advisor on AI security and MLSecOps best practices.
  • Collaborate closely with customers to understand their business objectives and help them achieve their security goals through the effective use of Protect AI’s products.
• Post-Sales Support and Product Adoption:
  • Guide customers through the post-sales journey, ensuring they are successfully onboarding, adopting, and optimizing Protect AI’s solutions.
  • Offer continuous support and strategic guidance to drive product usage, identify areas for improvement, and share best practices.
• Escalation Management:
  • Proactively manage and resolve customer escalations by addressing concerns and advocating for custom er needs within the company.
• Collaboration with Internal Teams:
  • Work closely with Sales, Product Development, and Engineering teams to relay custom er feedback, identify product enhancements, and contribute to the overall cust omer experience.
• Strategic Planning:
  • Develop and implement customer success plans, including regular check-ins and reviews to assess product performance, value realization, and adoption rates.

Key Performance Indicators (KPIs) and Objectives (OKRs)

• Achieving high Custom er Health Scores through regular custome r assessments and engagement.
• Driving improvements in product adoption metrics and overall custom er satisfaction.
• Ensuring successful renewals and identifying opportunities for upselling and cross-selling, contributing to revenue growth.
• Maintaining high Custo mer Satisfaction (CSAT) scores by providing exceptional service and support.

Ideal Background Requirements

• Experience:
  • Minimum of 3 years of experience in custo mer success or a related field, ideally within the cybersecurity or AI industries.
  • Proven ability to manage complex custom er relationships and resolve technical challenges with a customer-centric approach.
  • Familiarity with SaaS solutions and experience in the AI security domain are highly preferred.
• Skills:
  • Strong technical and analytical skills, with the ability to understand and address complex customer challenges in AI security.
  • Proven experience in building and maintaining high-level cus tomer relationships, including interactions with C-level executives.
  • Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
• Certifications:
  • Certifications in project management or customer success are a plus.

Equal Employment Opportunity Statement

Protect AI is committed to providing equal employment opportunities to all employees and applicants. We value diversity and are dedicated to creating an inclusive environment for everyone. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, disability, or any other legally protected status. We ensure that all employment decisions are made based on qualifications, merit, and business needs.

If you require assistance or an accommodation due to a disability, please contact us.

Salary Range

The salary for this role is $125,000 to $200,000, depending on qualifications and experience.

Ready to join our team?
At Protect AI, you’ll have the opportunity to work at the forefront of AI security and cybersecurity. If you’re passionate about making a difference and helping clients secure their AI systems, apply today and become a key player in Protect AI’s growth and success!