Customer Success Manager - Strategics

<p><strong>About the team</strong></p><p>Our Customer Success team at OpenAI is dedicated to partnering with our customers to realize business value through deployment of OpenAI’s offeringsI.  OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. We see every interaction is an opportunity to inspire and accelerate a company or a person on their AI journey.</p><p></p><p><strong>About the company</strong></p><p>OpenAI’s mission is to build and ensure that safe artificial general intelligence (AGI) benefits all of humanity. This long-term undertaking brings together the world’s best scientists, engineers, and business professionals to accomplish this.</p><p></p><p><strong>About the role</strong></p><p>We are looking for a seasoned Customer Success Manager to join our Strategic Accounts team, working with our largest, most complex, and innovative Enterprise customers. You are crucial to the success of our largest customer(s) and will be instrumental in driving adoption, consumption and value of OpenAI’s offerings, ultimately responsible for understanding our customer’s needs and delivering an excellent experience. You will collaborate closely with the Sales, Product, Marketing, Partnerships, and Engineering teams.</p><p></p><p>The ideal candidate for this role will have a successful track record of managing and growing Fortune 500 customers, delivering strategic advice, and driving customer success. You must understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of large enterprise customers (typically 1-3).  You will lead a cross-functional partnership across your named customer(s) and identify new ways our platform can differentiate them in the market.</p><p></p><p>This role is based in our Dublin office. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.</p><p></p><p><strong>In this role, you will:</strong></p><ul><li><p>Advise and partner with the world’s largest and most complex enterprises to drive AI adoption and business transformation with OpenAI’s offerings.</p></li><li><p>Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.</p></li><li><p>Closely monitor the industry landscape (people, competitors, partners, etc.) to contribute to product roadmap and other corporate strategies.</p></li><li><p>Travel ~15% of the time, to develop and nurture strong customer relationships to understand their business goals and needs.</p></li><li><p>Strategize and execute initiatives to deliver an exceptional customer experience.</p></li><li><p>Own the relationship with Product for these largest customers who are pushing the product’s boundaries. </p></li><li><p>Be an AI thought leader with customers and pair this with deep industry specific expertise to help drive this transformative technology. Work as an internal leader to share and scale those insights and frameworks to the CS team.</p></li><li><p>Implement and run use case development and enablement sessions that can scale across multiple regions and lines of business.</p></li><li><p>Gather and relay customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.</p></li><li><p>Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.</p></li><li><p>Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.</p></li><li><p>Foster customer advocacy and facilitate customer testimonials and case studies.</p></li></ul><p></p><p><strong>You’ll thrive in this role if you:</strong></p><ul><li><p>Have 8+ years of experience in a customer success (or similar) role, preferably working with a technical enterprise product.</p></li><li><p>Have 5+ years managing relationships with large, global, and complex organizations.</p></li><li><p>Experience working with global 1000 Enterprise customers with multiple stakeholders, and managing success programs as the key advisor to global as well as regional customer organizations. </p></li><li><p>Highly skilled at building deep and broad relationships across a complex, matrixed organization.</p></li><li><p>Have experience being a thought leader with your customer base. </p></li><li><p>Possess exceptional presentation and communication skills, particularly when engaging with executives and leaders.</p></li><li><p>Expertly communicate technical concepts to customers and internal stakeholders.</p></li><li><p>Can proactively identify pain points in the product and with our customers.</p></li><li><p>Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.</p></li><li><p>Operate with high horsepower, have strong problem-solving skills, are adep