Manager, Customer Success – Strategic Consumer Tech

United States Digital Space LLC; Bogotá ciudad; Híbrido; COP 822.547.000 - 993.264.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work flexibility

Descripción de la vacante

United States Digital Space LLC is seeking a Manager, Customer Success – Strategic Consumer Tech to lead a high-impact team serving strategic enterprise accounts.

You will coach 5-10 CSMs, influence executive stakeholders, and shape scalable CS processes to maximize customer value, adoption, and revenue growth across our product suite.

Formación

• 7+ years in customer success, account management, or similar roles with 2+ years in frontline management.
• Proven track record building CS teams in SaaS, API, or AI/ML environments.
• Experience managing enterprise portfolios including large ACVs.

Responsabilidades

• Directly manage and develop a team of 5-10 Customer Success Managers for strategic enterprise accounts.
• Coach team on CS best practices, adoption, value realization, and expansion across products.
• Drive core CS metrics: expansion, health scores, retention, and CSAT.
• Join strategic engagements with executive stakeholders at Fortune 500 companies.
• Build scalable CS processes, playbooks, and onboarding for scale.
• Partner with Sales and Applied AI to identify expansion opportunities and ensure aligned strategies.
• Collaborate with Product, Engineering, and Marketing to advocate for customer needs.

Conocimientos

People leadership

Customer success

SaaS/APIs/AI/ML

Enterprise account management

Renewal & expansion

Executive stakeholder management

Team coaching

Educación

Bachelor’s degree or equivalent

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 – Strategic Consumer Tech, you'll lead the Customer Success Managers who cover our strategic consumer technology accounts, fast-moving consumer technology companies building on Claude across API, Claude Code, Cowork and other surfaces. You'll directly coach and develop a team of 5-10 CSMs 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 enterprise 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 5-10 Customer Success Managers supporting strategic enterprise accounts across all the company products (API, Claude.ai, Claude Code)
• 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 C-level stakeholders at Fortune 500 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 2+ 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 customer portfolios at enterprise scale, including accounts with $1M-$100M+ annual contract values
• 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

Compensation

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.

Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. 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 perspectives on our team.