Strategic Customer Success Manager

2 months, 3 weeks ago
Full-time
Senior
Customer and Technical Support
Prolific

Prolific

Prolific is a platform that enables researchers to quickly find trustworthy research participants. With a pool of over 120,000 active and verified participants, Prolific ensures high-quality responses through continuous monitoring and engagement. The p...

Professional Services
51-250
Founded 1997
$0M raised

Description

  • Partner with frontier AI model creators to support their research initiatives, human data programs, and quality assurance efforts.
  • Serve as a trusted advisor by translating customer research and business objectives into actionable strategies for Prolific’s platform and services.
  • Own the end-to-end customer success lifecycle from onboarding through maturity, expansion, renewal, and advocacy.
  • Lead business reviews and executive engagements with customer stakeholders.
  • Build case studies and advocacy stories that demonstrate customer value and Prolific’s impact on frontier AI research.
  • Collaborate cross-functionally with Services, Support, Sales, Solutions Engineering, Product, Marketing, and other internal teams.
  • Drive adoption, consumption, development, and value realization across strategic accounts.
  • Develop and continuously improve success playbooks, processes, and customer-facing resources.
  • Spend time in person with customers and with peers in the San Francisco office to collaborate and support shared outcomes.

Requirements

  • 6+ years of experience in a customer-facing strategic or enterprise customer success role, ideally in a consumption-based business.
  • Experience developing strategic success plans and coordinating cross-functional efforts to drive customer outcomes.
  • Experience forecasting consumption to identify opportunities, mitigate risk, and measure growth.
  • Demonstrated success navigating large organizations and driving adoption and expansion.
  • Experience cultivating executive relationships and sponsorship.
  • Strong business acumen and the ability to work with senior customer stakeholders, including C-suite, VP, and research leaders.
  • Ability to engage technical stakeholders such as engineers, data scientists, and product owners.
  • Fundamental understanding of AI, machine learning, and LLMs, or similar concepts.
  • Desire to contribute ideas and help elevate a rapidly growing team.
  • Location-based role with in-person collaboration expected in the San Francisco office; the posting also references New York for salary transparency.

Benefits

  • Competitive compensation with base salary, equity, and benefits.
  • Cash variable compensation may be available, such as a bonus or commission.
  • Base salary range of $180,000 - $240,000 per year for San Francisco or New York.
  • Remote working within a mission-driven culture.
  • Access to a unique human data platform and opportunities for groundbreaking research.
  • Links to a benefits program and external handbook are provided for more information.

Interested in this position?

Apply directly on the company website

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