Job description
We’re on a mission to democratize AI by building the definitive AI data development platform. The AI landscape has gone through incredible change between 2016, when Snorkel started as a research project in the Stanford AI Lab, to the generative AI breakthroughs of today. But one thing has remained constant: the data you use to build AI is the key to achieving differentiation, high performance, and production-ready systems. We work with some of the world’s largest organizations to empower scientists, engineers, financial experts, product creators, journalists, and more to build custom AI with their data faster than ever before. Excited to help us redefine how AI is built? Apply to be the newest Snorkeler!
As an AI Success Manager, you are responsible for the post-sales lifecycle of a portfolio of enterprise customers. Building strong relationships, delivering successful outcomes, and being relentless in the pursuit of making customers successful are key traits of a world class AI Success Manager. Within each account you will serve as a trusted advisor, helping customers drive adoption, move up the maturity curve, and derive business value from our industry leading products and services, ultimately leading to project success, retention, renewal, and growth! Sitting at the intersection of sales, product management, software engineering, and AI solutions engineering, few roles provide such a direct impact on the growth of the company. We are not looking for someone to continue the status quo, we are looking for candidates to set a new bar and redefine what it means to make customers successful in the new AI first world, as well as play a critical role in Snorkel’s next chapter of growth!
Main Responsibilities
- Build and develop relationships with senior executives in business and IT to ultimately stay aligned with business outcomes and secure partnership in their AI transformation initiatives.
- Identifying critical needs of our customers and mapping appropriate resources cross-functionally including Product, Software Engineering, Applied AI Engineering, and Executive Leadership.
- Lead the new customer onboarding program and work with core Snorkel AI technical teams to ensure that customer requests and escalations are resolved in a timely fashion.
- Be a customer advocate as we establish our product roadmap, influence features and improvements, and actively support them through the product development pipeline in collaboration with the product team.
- Partner closely with Regional Sales Leaders, Account Executives, Applied AI Engineers, Solutions Engineers, and other internal stakeholders to identify new use cases and add-on opportunities for the account team to fuel company-wide revenue targets.
- Identify and mitigate risk of churn with a well thought out account renewal strategy built in collaboration with the Account Team.
- Monitor customer health and adoption metrics, developing a comprehensive understanding of account health.
- Become a Subject Matter Expert (SME) on Snorkel’s products, services , and our unique position within the marketplace while also continuing to expand your knowledge of AI industry trends.
- Assist with the development and implementation of standard methodologies, processes, and tools to continually improve Snorkel AI’s Customer Success program.
- As part of our team, you will have the opportunity to work on all aspects of complex National Security problems.
Minimum Qualifications
- 5+ years experience working in a technical customer-facing role, e.g., technical account management, management consultant, pre-sales engineer, or customer success management.
- Proven ability to understand customer objectives, design solutions and identify expansion opportunities that align to value drivers within the account.
- Experience managing strategic projects or professional services engagements with a strong orientation towards teaching and enablement.
- Consistent record of achieving targets and goals with a history of driving adoption and identifying/remediating risk with the goal to drive renewal, cross-sell and upsell.
- Influential presence in front of customers, strong presentation and communication skills and the willingness to become the trusted advisor.
- Skilled at coordinating resources to manage customer escalations through a successful resolution.
- B.S. degree in Computer Science, Engineering, or comparable degree/experience.
- Experience working across the Civilian, DOD and NATSEC agencies, inclusive of experience in Federal Law Enforcement, Healthcare, Financial/Regulatory and Military operations and logistics.
- Candidates must have an active TS/SCI; preferred with a Single Scope Background Investigation (SSBI) with Polygraph.
- Travel up to 30% based on customer needs.
Preferred Qualifications
- Previous experience working on AI/ML projects or industry knowledge of standard technologies in the AI space.
- Track record of collaboration across technical and sales teams to manage churn and grow retention rates within accounts.
- Strong desire to help customers solve problems; ability to explain complex technical concepts to a broad audience and then influence internal and external stakeholders through strong interpersonal skills.
- Consultative with the ability to uncover customer pain points and apply Snorkel AI’s resources to provide solutions.
- Experience reviewing and drafting responses to federal Requests for Comment (RFCs), Requests for Information (RFIs), and Requests for Proposals (RFPs) is preferred.
The compensation range is $164K-$260K OTE. All offers also include equity in the form of employee stock options. Our compensation ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Location
Washington, D.C. region.
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Be Your Best At Snorkel
Snorkel AI is on a mission to make machine learning practical for everyone, and it starts with building a team that welcomes, represents and gives opportunity to all. We work at the frontier of AI and software engineering, and believe that underrepresented communities need to play a part in shaping the future of these fields. At Snorkel AI, we actively work to create an environment that values end-to-end ownership, diverse forms of impact, and opportunities for personal growth.
Snorkelers are supported by an amazing team and an amazing set of benefits. For Full-time employees, we offer comprehensive medical, dental, and vision plans for Snorkelers and their families, plus a yearly wellness stipend. Our 401k program lets Snorkelers plan for their future and our parental leave program lets new parents take up to 20 weeks of paid time off. Learn more about these benefits and more — like our workstation setup allowance — on our Careers page.
Snorkel AI is proud to be an Equal Employment Opportunity employer and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. Snorkel AI embraces diversity and provides equal employment opportunities to all employees and applicants for employment. Snorkel AI prohibits discrimination and harassment of any type on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local law. All employment is decided on the basis of qualifications, performance, merit, and business need.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
