Customer Success Manager (SF, Texas, NYC)

Ambient.ai is an AI company headquartered in Palo Alto on a mission to prevent as many security incidents as possible. Our breakthrough technology combines cutting-edge deep learning with a contextual knowledge model to achieve human-like perception ability. Ambient's flagship product has been deployed by multiple Fortune 100 companies to solve a mission-critical problem in a way that has never been possible.

The company was founded in 2017 by Shikhar Shrestha and Vikesh Khanna who are experts in artificial intelligence from Stanford University who previously built iconic products at Apple, Google, Microsoft, and Dropbox. We are a Series-B company backed by Andreessen Horowitz (a16z), SV Angel, YCombinator, and visionary angels like Jyoti Bansal, Mark Leslie, and Elad Gil.

Recently named on the YC Top Companies List 2021, and the Forbes Cloud 100 Rising Stars 2020, we’re achieving the impossible daily and transforming an industry that has seen little innovation for decades. We are always looking for passionate people that enjoy tackling the toughest problems with cutting-edge AI/ML. Come join us! 100% of employees surveyed in our most recent engagement survey say they would recommend Ambient.ai as a great place to work and expect to be here in 2 years!

Position Overview The Customer Success team at Ambient.ai plays a pivotal role with our enterprise customers. The team is responsible for orchestrating the customer relationship, shepherding them from an initial kick-off and through implementation, onboarding, testing, and training. They help drive effective product adoption and provide best practice advice to ensure customers are getting value and deriving success from our platform leading to renewal and expansion.

The Customer Success Manager is the perfect role for someone with excellent interpersonal skills, customer success experience, and some technical implementation, product configuration, or professional services expertise. Part coach, project manager, consultant, and product expert, you’ll be passionate about helping our enterprise customers transform their business processes by deploying cutting-edge technology in complex enterprise environments at a global scale.

If you want to be at a fast-moving startup, work closely with big-name companies, provide expert advice and help solve some of their mission-critical problems, you may be the CSM we’re looking for!

What you will contribute:

• Own the ultimate success of our customers; this is a full-service CSM role, owning the customer post-contract signature all the way to renewal. Manage & support our customers through setup, onboarding, implementation, training, testing, and launch, working closely with stakeholders to establish and document critical goals, success criteria, or KPIs, then measure & report progress towards those goals
• Drive product adoption and ongoing usage, ensuring customers realize the full value of the Ambient.ai platform resulting in a magical customer experience, which leads to retention and growth
• Become an expert on the Ambient.ai platform and keep up with industry trends, allowing you to establish a trusted advisor relationship with assigned customers
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvements to our products and services
• Engage with business leaders to thoughtfully help them identify opportunities to expand our footprint and depth of engagement
• Partner with marketing to highlight opportunities for customer references and case studies
• Able to travel up to 30%

What you bring to Ambient.ai:

• 4-5 years of experience in a customer-facing customer success role, working with large Fortune 100/500 companies. Also important is Enterprise SaaS and start-up experience as well as a history of successful customer renewals.
• Strong program management skills and experience managing projects at large enterprise companies with multiple stakeholder complexity.
• Self-motivated, proactive team player with a high level of integrity and desire to assist your colleagues and customers - you can be flexible as this company & role scales.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Strong analytical and problem-solving skills; displays trust and integrity under pressure when working through customer issues.
• Excellent verbal and written communication & presentation skills.
• Basic understanding or interest in learning about machine learning / artificial intelligence.
• Bonus: Experience in management consulting and/or business process transformation

Why join us:

• We are creating an entirely new category within a 180+ billion-dollar physical security industry
• Full-time employees receive stock options for the opportunity to share ownership and the success of the company
• We offer unlimited PTO and we want you to take the time you need when you need it to balance your life and recharge your batteries
• Comprehensive health care package (health, dental, vision, life/disability insurance, legal services, and 401k plan)
• Employee Referral Program
• Latest MacBook Pro and awesome swag delivered to your door
• WFH Stipend- We offer a $50 dollar monthly stipend for phone and a $50 dollar monthly stipend for wifi
• Virtual Happy Hours and fun activities
• Employee Resource Group- Belonging is an important part of doing your best work. ERG’s provide support and community to foster a diverse and inclusive workplace and we’d love for you to join or create one
• Enjoy a full range of team off-sites with your awesome co-workers, a fully stocked kitchen, and catered lunches (post-covid)

At Ambient.ai, we respect and admire the builders and the creators. Send us your most incredible project - we'd love to see it.

Ambient.ai is proud to be an Equal Opportunity Employer. Ambient does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. Ambient is an E-Verify participant.