Manager, Customer Success - Commercial

United States Digital Space LLC; Bogotá ciudad; Híbrido; COP 825.211.000 - 996.481.000; Jornada completa

Descripción de la vacante

United States Digital Space LLC is seeking a Manager, Customer Success – Commercial to lead a team of ~5 CSMs serving mid-market, PE-backed and SMB accounts across API, Claude Cowork, Claude Code, and related surfaces.

You will build scalable CS processes, drive adoption, and oversee expansion opportunities while maintaining strategic oversight of high-impact engagements. Expect responsibility for coaching, hiring, and cross-functional collaboration with Sales, Product, Eng, and Marketing.

Formación

• 7+ years in customer success, account management, or customer-facing roles
• 3+ years of front-line management experience
• Proven track record building CS teams in SaaS, API, or AI/ML
• Experience managing large commercial portfolios from ~$100K to $10M+ annually

Responsabilidades

• Directly manage and develop a team of ~5 Customer Success Managers across mid-market, PE-backed, and SMB accounts
• Develop scalable CS motions to accelerate consumption and expansion
• Coach team on best practices, adoption strategies and value realization
• Drive core CS metrics: expansion, health scores, retention, CSAT
• Collaborate with Sales and Product to align account strategies and drive adoption

Conocimientos

Team leadership

SaaS experience

AI/ML knowledge

Executive presence

Portfolio management

Revenue expansion

Data-driven

Cross-functional

Educación

Bachelor’s degree or equivalent

Field relevant to role

Descripción del empleo

About the company

the company’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

As Manager, Customer Success – Commercial, you'll lead the Customer Success Managers who cover our Commercial accounts: high-growth mid-market technology companies (including cybersecurity and fintech), mid-market organizations in industries such as financial services, healthcare, legal and professional services, private equity-backed portfolio companies, and a high-volume SMB book, all building on Claude across API, Claude Code, Cowork and other surfaces. You'll directly coach and develop a team of ~5 CSMs, develop scalable motions to support the broader portfolio, while keeping strategic oversight of the highest-impact engagements in the segment. This role demands exceptional people leadership combined with deep product knowledge and customer success acumen to guide your team in maximizing customer value, driving consumption, and expanding our footprint across commercial accounts. You'll be instrumental in building scalable CS processes, methodologies, and playbooks that will define how we grow and mature as an organization.

Responsibilities

• Directly manage and develop a team of ~5 Customer Success Managers supporting strategic mid-market, PE-backed and SMB accounts across all the company products (API, Claude Cowork, Claude Code)
• Build scalable and agentic success strategies and motions to accelerate consumption, expansion and value realization across the whole commercial portfolio
• Coach team members on customer success best practices, including change management and adoption strategies, value realization, and expansion methodologies across our product suite
• Drive team accountability to core CS metrics: expansion (consumption growth, cross-sell/upsell opportunity identification), customer health scores, retention (NRR), and customer satisfaction (CSAT)
• Join strategic customer engagements and escalations, demonstrating executive presence with founders, C-level and functional leaders at high-growth mid-market and PE-backed companies
• Build and refine scalable CS processes including success planning frameworks, QBR templates, and expansion playbooks
• Partner closely with Sales and Applied AI to identify expansion opportunities, facilitate smooth handoffs, and ensure aligned account strategies
• Collaborate cross-functionally with Product, Engineering, and Marketing to advocate for customer needs and drive product adoption
• Contribute to hiring, onboarding, and training initiatives as the Customer Success organization scales
• Establish and nurture an AI-first, innovation-focused team culture, improving team processes and deepening team hands-on expertise
• Conduct regular 1:1s, performance reviews, and career development planning for direct reports
• Own portfolio-level planning and forecasting, including renewal risk mitigation and expansion pipeline development
• Serve as escalation point for at-risk accounts and complex customer situations within your team's portfolio
• Develop customer advocacy programs including case studies, testimonials, and reference architecture development
• Champion responsible AI deployment practices with customers and represent the company's values in all customer interactions

You may be a good fit if you have

• 7+ years of experience in customer success, account management, or customer-facing roles, with 3+ years of front-line management experience
• Proven track record of managing and building customer success teams in SaaS, API, or AI/ML companies
• Experience managing large customer portfolios at commercial scale (mid-market, SMB and PE-backed companies), including a high volume of accounts ranging from ~$100K to $10M+ in annual spend
• Strong understanding of consumption-based business models, with proven ability to drive adoption, expansion, and value realization across different pricing structures
• Technical fluency to understand AI/ML products, navigate technical conversations, and coach teams on product capabilities across multiple offerings
• Strong executive presence and ability to represent the company with customer technical and business leaders
• Strong business acumen with ability to articulate value, calculate ROI, and drive customer business outcomes
• Ability to balance strategic thinking with tactical execution and context-switch between coaching, customer engagement, and operational planning
• Experience building CS processes, playbooks and operational frameworks, using data to drive team and customer outcomes
• Demonstrated ability to coach customer success professionals and systematically improve team performance against KPIs
• Track record of achieving team targets for expansion, retention and customer satisfaction
• Passion for responsible AI development and helping customers transform their businesses with cutting-edge technology

The annual compensation range for this role is listed below.

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:

$265,000—$320,000 USD

LogisticsMinimum education:

Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study:

A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience:

Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy:

Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship:

We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspective