Vice President Customer Success Manager - AI for Tech Learning and Enablement Lead

Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution. Enhance engineer's journey by delivering Generative AI skills and new ideas to drive adoption and productivity.

As a Customer Success Manager in AI for Tech team, you develop and maintain customer relationships that make our product value propositions a reality. Build and maintain strong relationships with our customers and understand their individual needs and activities as a core contributor of the team. You will be instrumental in advancing the engineer's journey by imparting Generative AI skills and new ideas to boost adoption and productivity. Your role will leverage your expertise in proactive collaboration, feedback sessions, and deep product knowledge to cultivate a culture of continuous learning and proficiency.

You will build and sustain strong relationships with our engineers, gaining insight into their unique needs and activities, and recommend they achieve success with our Generative AI solutions. Your primary focus will be on driving product adoption, enhancing proficiency, and empowering engineers to effectively utilize AI technologies, thereby maximizing their potential and contributing to the organization's innovation and growth.

Job responsibilities

• Drives product adoption, expansion, and retention activities to maintain a healthy customer base.
• Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needs.
• Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements.
• Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities.
• Design and implement training programs that elevate engineers' skills in Generative AI, recommending they achieve proficiency and can effectively apply AI technologies in their work.
• Develop strategies to promote the adoption of Generative AI solutions, enabling engineers to enhance productivity and achieve their plans of the future.
• Foster a culture of continuous learning by providing ongoing educational opportunities and resources that keep engineers updated on the latest AI advancements and new ideas.
• Facilitate collaboration between engineers and cross-functional teams to integrate Generative AI solutions into their workflows, maximizing their potential and contributing to organizational innovation.
• Conduct regular feedback sessions with engineers to gather insights and refine training content, improving alignment with their unique needs and activities. Establish and maintain strong relationships with engineers, understanding their individual challenges and plans of the future to tailor support and guidance.
• Leverage deep product knowledge to provide expert guidance and mentorship, helping engineers navigate and succeed with Generative AI solutions.
• Empower engineers by providing the tools and resources needed to effectively leverage AI technologies, driving their success and growth within the organization. Identify opportunities for innovation and growth through the effective use of Generative AI, contributing to the organization's strategic plans of the future.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in customer success roles in product or technology
• Demonstrated ability to influence product adoption and customer retention.
• Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels.
• Proven ability to learn new technologies and teach it to others.
• 5+ years of experience or equivalent expertise in roles that integrate customer success with a strong foundation in technology and engineering.
• Comprehensive understanding of Dev Assist tools, technologies, concepts, and practices, enabling effective support and guidance for engineers.
• Demonstrate ability to drive product adoption and enhance proficiency in Generative AI technologies, ensuring engineers can leverage AI solutions effectively.
• Excellent communication and interpersonal skills, capable of engaging and influencing stakeholders across various levels.
• Ability to quickly learn and teach new technologies, ensuring engineers are equipped to utilize AI solutions.
• Proficiency in journey mapping and process mapping to identify and address areas for improvement in engineer workflows.
• Strong leadership, project planning, and execution skills to effectively manage learning initiatives and drive results. Ability to deliver clear, concise presentations, training sessions, and workshops that enhance learning and proficiency, good analytical and problem-solving skills, with the ability to make data-driven decisions and prioritize features based on engineer needs and business plans of the future.

Preferred qualifications, capabilities, and skills

• Good analytical and problem-solving skills, with the ability to make data-driven decisions and prioritize features based on engineer needs and business activities.
• Experience in a business to business (B2B) environment or as a colleague in a customer environment.
• Specialized knowledge or certification in Generative AI technologies and their application in engineering contexts.
• Demonstrate ability to work collaboratively across departments, including product, engineering, and support teams, to drive technology initiatives.
• Good focus on understanding and addressing customer needs, with a demonstration of improving customer satisfaction and engagement.
• Familiarity with Product Development Life Cycle (PDLC) and Agile development in Software Development Life Cycle (SDLC), along with a solid grasp of DevOps practices, methodologies, and tools.