Manager, Customer Success Engineering

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead, recruit, train, mentor, and cultivate a high-performing team of Customer Success Engineers (CSEs).

• Establish performance metrics and conduct regular evaluations of team performance.

• Oversee end-to-end support operations, including management of queues and escalations.

• Serve as the primary point of technical escalation for key enterprise customers.

• Design and implement tailored support plans and Service Level Agreements (SLAs).

• Own and continually enhance escalation protocols and support processes.

⛳️ Requirements

• A minimum of 5 years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML sectors.

• At least 2 years of experience in people management.

• Strong understanding of AI/ML principles and GPU infrastructure.

• Proficient in reading and debugging code, with Python being preferred.

• Exceptional verbal and written communication abilities.

• Demonstrated capacity to maintain composure under pressure and successfully de-escalate high-stakes situations.

🏝️ Benefits

• Competitive salary.

• Eligibility for bonuses based on performance.

• Equity compensation options available.

• 401(k) retirement plan with matching contributions.

• Flexible time off policy.

• Employee Assistance Program.

• Access to training and educational resources.