Strategic Customer Success Manager

Strategic Customer Success Manager Hybrid, San Francisco Prolific is not just another player in the AI space — we are the architects of the human data infrastructure that is reshaping the landscape of AI development. In a world where foundational AI technologies are increasinglycommoditized, it's the quality and diversity of human-generated data that truly differentiates products and models. Our Strategic Sales and Success team works with most of the world's leading frontier AI model creators on one of their highest priority initiatives. The Role As a Strategic Customer Success Manager, you will partner with frontier AI model creators who are making headline news every day, ensuring they achieve breakthrough value through our human data offerings. In this role, you will lead adoption, consumption, development, and value realization as a trusted advisor for AI research, program management, and business stakeholders. You will own the end-to-end success lifecycle, guiding customers from onboarding to maturity, expansion, renewal, and advocacy while collaborating with your counterparts on Prolific's Services, Support, Sales, Solutions Engineering, Product, Marketing, and other teams. What You'll Bring To The Role 6+ years in a customer-facing strategic or enterprise customer success (and/or leadership) role, ideally in a business where value is aligned with increased consumption Experience developing strategic success plans and orchestrating cross-functional dynamics to drive positive outcomes with customers Operational rigor and experience forecasting consumption to identify opportunities, mitigate risk, and measure growth Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship Strong business acumen and ability to interface with senior customer stakeholders (C-Suite, VP, research leads) as well as technical teams (engineers, data scientists, product owners) Fundamental understanding of AI, machine learning, LLMs, or similar concepts—enough to speak credibly about research use cases and value levers Desire to play an influential role in a rapidly growing, innovative business—contributing, sharing ideas and expertise, and helping elevate the team around you What You'll Be Doing In The Role Partnering with frontier AI model creators to ensure the success of their research initiatives, human data/feedback programs, and quality assurance benchmarks Serving as a trusted advisor—translating research and business objectives into actionable strategies for Prolific's platform and services to achieve Lead business reviews and executive engagements with clients, building case studies and advocacy stories that highlight how Prolific is driving frontier AI research for them Drive continuous improvement of success playbooks, processes, and customer-facing resources, replicating best practices in usage-based models and research workflows Spending time face-to-face with customers and with peers in the San Francisco office—collaborating, learning, and growing together in service of shared outcomes Why Prolific Is A Great Place To Work We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems. We believe that the next leap in AI capabilities won't come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation—one that reflects the breadth and the best of humanity. Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture. For pay transparency, the base salary range for this full-time role in San Francisco or New York is $180,000 - $240,000 per annum.