Customer Success Manager

Job Description

SambaNova is hiring a Customer Success Manager to manage and grow relationships with our enterprise customers, guiding them from onboarding through full-scale AI deployment and expansion across their organizations.

Responsibilities

• Own the post-sales relationship for a portfolio of enterprise accounts, serving as the primary point of contact from onboarding through renewal and expansion.
• Build tailored success plans aligned to each customer's AI adoption goals, translating their business objectives into measurable outcomes with SambaNova's platform.
• Lead onboarding and go live efforts, coordinating with Solutions Engineering, Professional Services, and Product teams to ensure smooth deployments.
• Monitor adoption metrics and platform utilization; proactively identify churn risks and build mitigation plans in partnership with the account team.
• Drive upsell and cross sell opportunities by demonstrating expanding business value and introducing customers to new use cases across departments.
• Act as the voice of the customer internally - synthesizing feedback on product gaps, feature requests, and roadmap priorities for the Product and Engineering teams.
• Deliver executive business reviews (EBRs) showcasing ROI, usage trends, and strategic recommendations for deeper AI adoption.
• Partner with Sales, Solutions Engineering, and Marketing to develop customer advocacy programs, case studies, and reference accounts.

Qualifications

• 5-10+ years in Customer Success, Technical Account Management, or related enterprise-facing roles, ideally in AI/ML infrastructure, cloud computing, or deep tech hardware or software.
• Demonstrated ability to manage complex, multi stakeholder accounts and build executive level relationships with technical and business audiences.
• Working knowledge of AI/ML workflows, large language models (LLMs), or HPC infrastructure - enough to credibly engage with data science and ML engineering teams.
• Proven track record of driving adoption, retention, and expansion within a technical enterprise product.
• Excellent project management skills with the ability to manage multiple priorities and coordinate across internal teams in a fast moving environment.
• Strong written and verbal communication skills; able to distill complex technical concepts for both executive and practitioner audiences.
• Bachelor's degree or equivalent experience in a technical or business field.
• Experience with AI accelerators or GPUs.
• LLM fine tuning or inference knowledge.
• Familiarity with SambaNova products or similar MLOps platforms.
• Enterprise SaaS or PaaS background.
• MBA or advanced technical degree (preferred).

Base Salary Range

Base Pay Range

EEO Policy

SambaNova Systems is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard basis of age (40 and over), color, disability, gender identity, genetic information, marital status, military or veteran status, national origin/ancestry, race, religion, creed, sex (including pregnancy, childbirth, breastfeeding), sexual orientation, and any other applicable status protected by federal, state, or local laws.

Benefits Summary

SambaNova offers a competitive total rewards package, including the base salary, plus equity and benefits. We cover 95% premium coverage for employee medical insurance, and 77% premium coverage for dependents and offer a Health Savings Account (HSA) with employer contribution. We also offer Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans in addition to Flexible Spending Account (FSA) options like Health Care, Limited Purpose, and Dependent Care. Our library of well being benefits available to you and your dependents includes a full subscription to Headspace, Gympass+ membership with access to physical gyms, One Medical membership, counseling services with an Employee Assistance Program, and much more.