Customer Success Manager

Midwest Startups; United States; On-site; USD 110,000 - 140,000; Full time

Job summary

Prediction Guard is seeking a Customer Success Manager to own relationships, adoption, and the commercial trajectory of enterprise accounts. You will guide customers from experimental AI to production-ready AI by onboarding, driving measurable adoption of the control plane, and building executive relationships that scale deployments across the organization.

This is a technically fluent role; you will converse with platform engineers and CISOs, coordinate with solutions engineering, and lead

Qualifications

• 4+ years in Customer Success, Account Management, or a similar post-sales role at a B2B software company.
• Experience owning renewals or expansion targets in enterprise accounts.
• Experience selling to or supporting technical buyers—developers, platform teams, security/infrastructure leaders.
• Comfort operating in an early-stage environment with evolving playbooks.

Responsibilities

• Own the customer journey from contract signature through first production workload, partnering with solutions engineering on the technical implementation.
• Build and execute mutual success plans linking control plane capabilities to business outcomes and AI roadmap.
• Drive adoption across the account from pilot to multiple business units using telemetry and segmentation.
• Translate security/compliance requirements into productive conversations and map policy configurations to obligations.

Skills

Customer Success

Account Management

Renewals

Enterprise Accounts

Tools

CRM systems

Job description

AI is transforming businesses for the better and many companies are on the path to building 10s and 1000s of agents. Prediction Guard allows companies to take control of their agentic AI transformation without exposing their proprietary data or losing control of their agent workforce by bringing a secure, best-in-class AI control plane into their environment. When they deploy Prediction Guard in their existing infrastructure, companies are able to simultaneously unblock developers (who are eager to innovate) and satisfy security and infrastructure professionals (who can get a good night's rest knowing their data is secure and agents are controlled).

Role Overview

As a Customer Success Manager at Prediction Guard, you will own the relationship, adoption, and commercial trajectory of our enterprise accounts. You will help customers move from "experimental AI" to "production-ready AI" by guiding them through onboarding, driving measurable adoption of the control plane, and building the executive relationships that turn a first deployment into an enterprise-wide standard.

This is a technically fluent role, not a hands-on engineering one. You won't be writing production code, but you will be conversant enough in AI architecture and security to lead a credible conversation with a platform engineer and a CISO in the same meeting, and to know when to pull in our solutions engineering team.

Key Responsibilities

Onboarding and Adoption

• Own the customer journey from contract signature through first production workload, partnering with solutions engineering on the technical implementation.
• Build and execute mutual success plans that tie Prediction Guard’s control plane capabilities to the customer's stated business outcomes and AI roadmap.
• Drive adoption across the account from a single team's pilot to multiple business units and use cases using telemetry, and account segmentation best practices.
• Translate customer security and compliance requirements (NIST AI RMF, OWASP, HIPAA, GDPR) into the right conversations with our team, and help customers understand how our policy configurations map to their obligations.

Commercial Ownership: Retention & Expansion

• Own renewals end to end: forecast accurately, identify at-risk accounts early through health signals and stakeholder mapping, and drive the renewal to signature.
• Own net revenue retention for your book of business, including identifying and qualifying expansion opportunities.
• Spot growth triggers like rising inference volume, new use cases, a move from internal RAG to external-facing agents and partner with sales on higher-tier security features and increased throughput.
• Lead Executive Business Reviews that connect risk mitigation, model risk, and secure call volume to the customer's business objectives and realized time-to-value.
• Build and maintain multi-threaded relationships across the account: developers, platform owners, security leadership, and the economic buyer.

Voice of the Customer

• Act as the Voice of the Customer for our product team, translating field-tested security concerns and adoption friction into prioritized product feedback.
• Maintain clear account documentation, health scoring, and forecasting hygiene in our CRM.

Experience

What we are Looking For

• 4+ years in Customer Success, Account Management, or a similar post-sales role at a B2B software company, with at least 2 years owning renewals or expansion targets.
• A track record of managing enterprise accounts and carrying a retention or NRR number.
• Experience selling to or supporting technical buyers — developers, platform teams, security and infrastructure leaders.
• Comfort operating in an early-stage environment where the playbook is still being written, and appetite to write parts of it.

Technical Fluency

• AI Literacy: Solid working understanding of AI development fundamentals — what embeddings, context windows, prompt engineering, RAG, and agents actually are, and where they tend to break. You should be able to explain a secure agentic architecture at a whiteboard level without needing an engineer in the room.
• Security Awareness: Familiarity with the OWASP GenAI Project (prompt injection, insecure output handling, etc.) and enterprise AI risk frameworks, at the level needed to hold a substantive conversation with a security executive.
• Infrastructure Concepts: Comfort with the vocabulary of enterprise deployment — cloud environments (AWS, Azure), VPC and air-gapped deployments, containers, and APIs — enough to scope a conversation and know when to elevate.
• Tooling: Comfort using AI tools in your own workflow (Claude, Cursor, or similar) and reading an API doc without hesitation. Writing Python is a plus, not a requirement.

The Success Mindset

• The "CXO Whisperer": Ability to explain complex probabilistic AI risks to a risk-averse security executive in a professional setting.
• Commercially Sharp: You see a renewal or an expansion motion as a natural extension of doing right by the customer, and you're comfortable navigating procurement, pricing conversations, and internal champions.
• High Ownership: In a startup environment, you own the success of the account from the initial API key to the millionth secure call.

Why Prediction Guard?

• Impact: You are at the forefront of the most important transition in software: making AI safe for the enterprise and enabling control over AI across clouds.
• Culture: A "Build-Fast, Secure-Hard" mentality where your customer advocacy contributions directly affect the product roadmap.
• Growth: Exposure to the C-suite of Fortune 1000 companies who are looking to us to define their AI security posture.

Compensation & Benefits

The salary range for this role is between $110-$140k in addition to variable compensation and equity eligibility.