Customer Success Manager, Strategic Accounts

Ambient.ai is a computer vision intelligence company transforming security operations for large enterprises by preventing security incidents before they happen. Ambient.ai has a globally deployed footprint with several F500 companies. The Ambient.ai platform applies AI and computer vision intelligence to existing sensor and camera infrastructure to deliver physical security monitoring and detect threats in real-time. Ambient.ai does this while simultaneously decreasing false alarms by over 95%, allowing security teams to focus on legitimate threats and on rapid response. The future of enterprise physical security is data-driven, intelligent, and proactive.  With Ambient.ai, companies can do more with less while improving their security posture.

We were founded in 2017 by Shikhar Shrestha and Vikesh Khanna. They are experts in artificial intelligence from Stanford University who previously built iconic products at Apple, Google, Microsoft, and Dropbox. We are a Series-B company backed by Andreessen Horowitz (a16z), SV Angel, YCombinator, and investment angels like Jyoti Bansal, Mark Leslie, and Elad Gil.

Named on the YC Top Companies List 2021, 2022, 2023, and the Forbes Cloud 100 Rising Stars 2020, we are turning the impossible into the inevitable. We are always looking for passionate people, who enjoy solving the toughest problems with cutting-edge AI/ML.

Position Overview:

The Customer Success team at Ambient.ai plays a pivotal role with our enterprise customers. The team is responsible for orchestrating the customer relationship and shepherding them from an initial kick-off through implementation, onboarding, testing, and training. They help drive effective product adoption and provide best practice advice to ensure customers get value and derive success from our platform, leading to renewal and expansion.

The Customer Success Manager is perfect for someone with excellent interpersonal skills, customer success experience, and some technical implementation, product configuration, or professional services expertise. Part coach, project manager, consultant, and product expert, you’ll be passionate about helping our enterprise customers transform their business processes by deploying cutting-edge technology in complex enterprise environments at a global scale. 

The impact you’ll make:

• Own the ultimate success of our customers; this is a full-service CSM role, owning the customer’s post-contract signature all the way to renewal. Manage & support our customers through setup, onboarding, implementation, training, testing, and launch, working closely with stakeholders to establish and document critical goals, success criteria, or KPIs, then measure & report progress towards those goals
• Drive product adoption and ongoing usage, ensuring customers realize the full value of the Ambient.ai platform resulting in a magical customer experience, which leads to retention and growth
• Become an expert on the Ambient.ai platform and keep up with industry trends, allowing you to establish a trusted advisor relationship with assigned customers
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvements to our products and services 
• Engage with business leaders to thoughtfully help them identify opportunities to expand our footprint and depth of engagement
• Partner with marketing to highlight opportunities for customer references and case studies
• Able to travel up to 30%

The amazing skills you’ll bring to Ambient.ai:

• 4-5 years of experience in a customer-facing customer success role, working with large Fortune 100/500 companies. Also important is Enterprise SaaS and start-up experience, as well as a history of successful customer renewals
• Strong program management skills and experience managing projects at large enterprise companies with multiple stakeholder complexity
• Self-motivated, proactive team player with high integrity and desire to assist your colleagues and customers - you can be flexible as this company & role scales
• Strong interpersonal skills and experience building strong internal and external relationships
• Strong analytical and problem-solving skills; displays trust and integrity under pressure when working through customer issues
• Excellent verbal and wr