Senior Customer Success Manager

About TrueFoundry Every production AI system whether it's powering customer support, writing code, analyzing financial data, or diagnosing medical conditions needs the same foundational infrastructure. A way to route between models. A way to manage tools and integrate them securely. A way to orchestrate agents and enforce governance. A unified compute layer to run it all. That infrastructure layer is being built right now. We are looking for a Senior Technical Customer Architect to join the team. The Problem We're Solving Companies are moving beyond simple chatbots to production agentic systems. These systems route between OpenAI, Anthropic, Google, and self-hosted models. They integrate dozens of tools via protocols like MCP. They orchestrate multi-agent workflows where agents coordinate with other agents. You need a control plane that handles: Intelligent routing with observability, cost policies, and fallback logic Centralized tool and MCP server management with security and lifecycle controls Agent orchestration with governance and guardrails A unified compute layer to run self-hosted models, custom tools, and agents AI Gateway is the control plane five composable components (Prompts, LLM Gateway, MCP Gateway, Guardrails, Agent Gateway) that handle routing, orchestration, and governance. About the role You’ll be the primary post‑sales technical point of contact for TrueFoundry’s largest AI Gateway customers – champion internally, trusted architect externally. Your customers are large enterprises with complex org structures, procurement cycles, and compliance requirements; they aren't just calling models, they're governing LLM traffic, MCP tool access, and autonomous agents across dozens of teams. You'll guide platform, security, and application teams through that governance layer, understand how it maps to their specific industry and business processes, drive their business growth on the platform, and be the technical bridge between their evolving AI usage and TrueFoundry’s product/engineering teams. What you'll do Customer-facing Onboard customers onto AI Gateway at full scale – unified model access, virtual model routing/fallbacks, and MCP Gateway setup for their agent tooling. Owns: time to first value/production, adoption rate of the initial use case Design access‑control models and unified authorization across model calls, MCP tools, and agent‑to‑agent calls Advise on guardrail strategy – Validate/Mutate modes, phased rollout from Audit to Enforce for PII, prompt injection, and content moderation Guide agent governance – agent identity, per‑(agent, user, tool) authorization, identity propagation across multi‑hop calls Run architecture workshops on Agent Harness adoption – model selection, MCP connections, sandboxing, human‑in‑the‑loop gates Own technical escalations end‑to‑end rate limiting, cost anomalies, routing/fallback issues, guardrail false positives, and authorization/identity failures. Owns: first response and resolution time, escalation rate to engineering Serve as dedicated technical support owner for your accounts – fast technical push and a clear path to resolution on every case, not just a queued ticket. Owns: CSAT on technical interactions, ticket deflection via documentation/self‑serve content Navigate large enterprise account structures – multiple business units, regional teams, layered approval chains – from platform engineers up to VP/CTO stakeholders Build and maintain self‑serve content (docs, runbooks, FAQs) to deflect repeat questions and reduce ticket volume Monitor open cases daily and unblock stuck issues by pulling in the right internal owner Proactively track account health and usage trends, translating platform telemetry into business metrics and QBR narratives. Owns: technical health score at 30/60/90 days post‑launch, expansion revenue/ARR influenced, % of expansion opportunities stalled on technical gaps Scope and technically support expansion use cases, driving time to technical sign‑off on new asks Translate the customer’s business domain (regulated industries, financial services, healthcare) into governance and compliance requirements – data residency, audit trails, risk tolerance Navigate enterprise procurement, security review, and compliance processes (SOC2, vendor risk) as the technical anchor alongside Sales and Legal Internal-facing Document customer architecture patterns (multi‑tenant SaaS routing, self‑hosted models, private MCP server connections) and feed them to Product/Engineering Escalate gaps in guardrail coverage, MCP server catalog, or identity/governance features discovered in the field Build reusable playbooks: guardrail rollout runbooks, MCP Gateway onboarding checklists, agent governance reference architectures Partner with Sales/Solutions Engineering on technical validation for renewals and expansions, and support upsell motions with technical proof points Drive internal case reviews for aging or stuck support tickets, ensuring nothing sits unresolved without a clear owner and next step What you'll bring 7+ years in a technical customer‑facing role at an API/infra/security or AI platform company, with a strong track record managing large enterprise accounts (Fortune500/ large regulated industries) Demonstrated experience partnering with enterprise customers to connect business domain requirements – industry regulations, internal risk policies, business KPIs – to technical architecture decisions Solid grasp of API gateway concepts (auth, rate limiting, RBAC) and LLM‑specific concerns (prompt/response handling, token‑based cost, model routing) Working understanding of OAuth token exchange, delegation, and identity federation patterns – enough to reason about multi‑hop agent authorization Familiarity with MCP (Model Context Protocol) or comparable tool‑calling/agent frameworks (LangGraph, CrewAI, OpenAI Agents SDK) is a strong plus Ability to translate governance/security tradeoffs into business risk and ROI language for both engineers and executives Comfortable operating across enterprise procurement, security review, and multi‑stakeholder buying committees A strong sense of ownership over open issues – comfortable chasing internal teams and pushing cases to closure rather than waiting on process Comfortable owning ambiguous, fast‑evolving product areas (agent governance is a newer, actively developing space) with minimal supervision Traits we are looking for: Ownership, ability to execute, hustle and think out of the box, data driven decision making, be comfortable with more unknowns than knowns. Perks of Working at TrueFoundry Join a fast‑growing SeriesA, BayArea‑based startup building cutting‑edge AI infrastructure. Comprehensive health insurance for you and your family, including medical, dental, and vision coverage. 401(k) retirement plan. Flexible hybrid work, 2 days a week in the office (Tuesday & Wednesday), with flexibility around the schedule. Lunch and snacks are on us whenever you come into the office. Work from another TrueFoundry office for up to 1 month each year, whether that’s our London or India office, if you’d like a change of scenery. #J-18808-Ljbffr