Manager, Customer Success Engineering

Leading a team of Customer Success Engineers in a full-time remote capacity, the Manager, Customer Success Engineering will oversee support operations for strategic customers in cloud infrastructure and AI/ML workloads, focusing on team performance and customer experience outcomes. Key responsibilities Lead, hire, train, and mentor a high-performing team of Customer Success Engineers, driving accountability and performance Act as the ultimate point of technical escalation for strategic enterprise customers, managing critical incidents and customizing support plans Serve as the Voice of the Customer to Product and Engineering teams, advocating for improvements based on support data and customer feedback Required qualifications 5+ years of experience in Technical Support, Customer Success, or Technical Account Management within B2B SaaS, Cloud, or AI/ML environments 2+ years of people management experience leading technical, customer-facing teams in a high-growth environment Solid understanding of AI/ML concepts and familiarity with GPU infrastructure and AI inference workloads Proficiency in reading and debugging code (Python preferred) and troubleshooting RESTful APIs and cloud architecture Excellent communication skills, with the ability to translate complex technical concepts for diverse audiences