Customer Success Engineering Manager

New

Skills

AI/ML B2B SaaS Cloud Computing Customer Success Incident Management Kubernetes Python RESTful APIs Technical Account Management Technical Support

As the Manager of Customer Success Engineering, you will lead and develop a team of Customer Success Engineers dedicated to ensuring the satisfaction of strategic customers. You will oversee 24x7 support operations, manage queues, and handle escalations to drive improvements in customer satisfaction (CSAT), response times, and resolution quality.

Key Responsibilities
  • Lead and develop a team of Customer Success Engineers.
  • Own 24x7 support operations, including queue management and escalations.
  • Drive improvements in customer satisfaction (CSAT), response times, and resolution quality.
  • Build expertise in Kubernetes, Databases, Compute, and AI/ML workloads.
  • Manage Sev1/Sev2 incidents for enterprise customers.
  • Collaborate with Product and Engineering teams to enhance customer experience (CX) and product quality.
Requirements & Qualifications
  • 5+ years in Technical Support, Customer Success, or Technical Account Management (TAM) in B2B SaaS/Cloud/AI/ML.
  • 2+ years of people management experience in technical, customer-facing teams.
  • Familiarity with AI/ML concepts, including MLOps and GPU infrastructure.
  • Proficiency in Python and experience with RESTful APIs and cloud architecture.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts to executives.
  • Proven problem-solving and de-escalation skills under enterprise pressure.

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: Months

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