The Role
Own post-sales relationships with enterprise customers, leading onboarding, implementation, adoption, renewals, and expansion. Define success metrics, monitor customer engagement, resolve technical issues, and communicate proactively with stakeholders. Represent customer feedback internally to influence product development while collaborating with Sales, Product, Engineering, and Operations. Create customer success playbooks and support customers integrating Deploy’s AI APIs and platforms.
Summary Generated by Built In
About Deploy
Deploy is an intelligence infrastructure platform that gives developers and enterprises access to open source and proprietary AI models. For leading open source LLMs, Deploy operates an optimized model inference engine that keeps costs and latency low while maintaining high throughput. Deploy also offers a set of proprietary AI models that address challenges in content safety, AI & deepfake detection, sponsorship intelligence, and IP & publicity protection. Trusted by the world's largest and most innovative organizations, Deploy's solutions unlock high-performance AI model inference at production scale.
Deploy has raised more than $200M from leading investors, including Tomales Bay Capital, General Catalyst, 8VC, Glynn Capital, Bain & Company, Visa Ventures, and others. The company has more than 250 employees across offices in San Francisco, Seattle, New York, and Delhi.
Deploy has raised more than $200M from leading investors, including Tomales Bay Capital, General Catalyst, 8VC, Glynn Capital, Bain & Company, Visa Ventures, and others. The company has more than 250 employees across offices in San Francisco, Seattle, New York, and Delhi.
The Role
We are looking for a talented cross-functional Customer Success Lead to cultivate strategic account relationships and support long-term customer growth. This role will serve as the primary point of contact for many of our enterprise customers, supporting them to achieve success with Deploy’s API solutions and AI platforms. As the Customer Success Lead, you will act as a strategic advisor to ensure customers effectively integrate Deploy’s solutions and you will efficiently resolve technical customer issues as they arise. You will work closely with Sales, Product, Engineering, and Operations to drive exceptional customer outcomes and help shape the future of our customer experience.
Responsibilities
- Own the post-sales relationship with key enterprise customers; maintain continuous communication, including monthly check-ins and/or quarterly business reviews
- Partner with customers to define success metrics, KPIs, and adoption strategies aligned to their goals; track progress against metrics
- Lead customer onboarding and implementation to ensure customers achieve measurable business value from Deploy’s industry-leading AI solutions
- Efficiently resolve urgent technical customer support tickets; ensure proactive and timely communication with key client stakeholders
- Represent the voice of the customer internally, and provide actionable feedback to influence product direction and feature development
- Monitor usage, adoption, and engagement metrics to proactively address risks and ensure long-term retention
- Partner with the Sales team to identify growth opportunities and drive expansion into other areas of Deploy’s product suite
- Collaborate with Operations to create playbooks and standard operating procedures to accelerate the growth of the Customer Success team
- Maintain awareness of industry best practices for data maintenance handling as it relates to your role
- Adhere to policies, guidelines and procedures pertaining to the protection of information assets
- Report actual or suspected security and/or policy violations/breaches to an appropriate authority
Requirements
- Bachelor’s degree in mathematics, engineering, or a related technical field
- 3+ years of experience in a client-facing role working with enterprise accounts and stakeholder management
- Prior professional experience in Customer Success, Technical Account Management, or professional services within a SaaS technology company
- Proven track record of managing enterprise relationships and driving adoption or renewals
- Strong technical acumen, with the ability to understand APIs, data workflows, and integrations
- Excellent verbal and written communication skills and exceptional attention to detail, with experience engaging both business and technical audiences
- Ability to juggle multiple priorities in a fast-paced environment
Who We Are
We are a group of ambitious individuals who are passionate about creating a revolutionary AI company. At Deploy, you will have a steep learning curve and an opportunity to contribute to one of the fastest growing AI start-ups in San Francisco. The work you do here will have a noticeable and direct impact on the development of the company.
Thank you for your interest in Deploy and we hope to meet you soon!
The current expected base salary for this position ranges from $110,000 - $170,000. Actual compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the total compensation package that is provided to compensate and recognize employees for their work; stock options may be offered in addition to the range provided here.
Skills Required
- Bachelor's degree in mathematics, engineering, or a related technical field
- 3+ years of experience in a client-facing role working with enterprise accounts and stakeholder management
- Professional experience in Customer Success, Technical Account Management, or professional services within a SaaS technology company
- Proven track record of managing enterprise relationships and driving adoption or renewals
- Strong technical acumen, including understanding APIs, data workflows, and integrations
- Excellent verbal and written communication skills
- Exceptional attention to detail and experience engaging business and technical audiences
- Ability to juggle multiple priorities in a fast-paced environment
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The Company
What We Do
Hive is the leading provider of cloud-based enterprise AI solutions to power the next wave of intelligent automation. The company offers a portfolio of best-in-class deep learning models, built with consensus-validated training data sourced and annotated by a distributed workforce of more than 2 million registered contributors. Hive's APIs enable use cases including automated content moderation, contextual advertising, advertising and sponsorship measurement, document parsing, and more. Hive processes billions of API requests per month for many of the world’s largest and most innovative companies. Hive has raised over $120M in capital from leading investors, including General Catalyst, 8VC, Glynn Capital, Jericho Capital, Bain & Company, Visa Ventures, and others. In April 2021, Hive announced a $50M Series D at a $2B valuation. The San Francisco-based company has 175+ full-time employees globally, in addition to a distributed workforce of more than 2 million global contributors that supports data labeling operations. For more information, visit thehive.ai.
