Senior Manager, Customer Success

Stability AI is a community and mission-driven, open artificial intelligence company that cares deeply about real-world implications and applications. Our most considerable advances grow from our diversity in working across multiple teams and disciplines. We are unafraid to go against established norms and explore creativity. We are motivated to generate breakthrough ideas and convert them into tangible solutions. Our vibrant communities consist of experts, leaders, and partners across the globe who are developing cutting-edge open AI models for Image, Language, Audio, Video, and 3D.

We are seeking a dynamic and experienced Customer Success leader to help our customers realize their Generative AI ambitious with Stability AI. In this role, you will develop our customer success strategy and drive customer retention and growth serving as a trusted advisor to our customers. You will also identify upsell opportunities, collaborate with internal teams to drive customer success, and develop strategies that maximize value for our customers. This position is ideal for someone who thrives in a leadership role and is passionate about building long-term, successful client partnerships.

Responsibilities

• Lead and manage a team of Customer Success Managers and Customer Support Engineers, providing mentorship, coaching, and performance evaluations.
• Develop and maintain strong relationships with key stakeholders across accounts to ensure customer satisfaction and retention.
• Identify opportunities for upselling and cross-selling additional products or services and collaborate with the sales team to execute these opportunities.
• Act as the primary point of contact for escalations, resolving complex issues, and ensuring timely and satisfactory outcomes.
• Design and implement customer success strategies to maximize product adoption, ROI, and overall customer value.
• Analyze customer health metrics and proactively address potential risks to enhance satisfaction and minimize churn.
• Conduct regular business reviews with clients to align on goals, progress, and growth opportunities.
• Partner with product, marketing, and support teams to ensure customer feedback is incorporated into future product development.
• Create and maintain documentation, resources, and best practices to support customer success initiatives.
• Continuously assess and improve customer success processes and tools to drive efficiency and effectiveness.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field; Master’s degree is a plus.
• 5+ years of experience in Customer Success, Account Management, or a similar customer-facing role.
• 3+ years in a customer success leadership or managerial capacity.
• Experience building a customer success capability at a startup company, including setting the strategy, identifying success metrics, and hiring and growing a top-tier team.
• Proven track record of building and maintaining successful customer relationships, including identifying upsell and growth opportunities.
• Strong problem-solving, communication, and interpersonal skills, with the ability to influence and build trust with stakeholders.
• Proficiency in CRM tools (e.g., HubSpot) and other technology.

Equal Employment Opportunity:

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or other legally protected statuses.