About the Company
Clarifai is a leading, full-lifecycle deep learning AI platform for computer
vision, natural language processing, and audio recognition. We help
organizations transform unstructured images, video, text, and audio data into
structured data at a significantly faster and more accurate rate than humans
would be able to do on their own. Founded in 2013 by Matt Zeiler, Ph.D.
Clarifai has been a market leader in AI since winning the top five places in
image classification at the 2013 ImageNet Challenge. Clarifai continues to
grow with employees remotely based throughout the United States, Estonia,
Argentina, and India.
We have raised $100M in funding to date, with $60M coming from our most recent
Series C, and are backed by industry leaders like Menlo Ventures, Union Square
Ventures, Lux Capital, New Enterprise Associates, LDV Capital, Corazon
Capital, Google Ventures, NVIDIA, Qualcomm and Osage.
Clarifai is proud to be an equal opportunity workplace dedicated to pursuing,
hiring, and retaining a diverse workforce.
Your Impact
You will be instrumental in driving product adoption, continuous engagement,
and NRR for Clarifai. Your production and efforts will go hand in hand with
the overall scalability, growth and success of the company!
Your Opportunity
Clarifai is looking for a proven Enterprise Customer Success Manager to manage
a set of large accounts in order to help drive a high level of customer
satisfaction, successful product use, and customer retention. For the right
candidate, this is a career-defining opportunity to join us at a critical
moment and truly have a significant impact working alongside experts in
Computer Vision, Machine Learning, and Deep Learning. The ideal candidate
should have a proven track record of Software as a Service (SaaS) account
management, maintaining high customer renewal rates as a result of ongoing
customer engagement, technical leadership, and outstanding communication
skills. This role is remote based in USA or Canada.
You will serve as the primary point of contact for key customers,
understand customer success criteria, address questions, resolve issues
and over time serve as a trusted Clarifai advisor
Perform initial on-boarding of accounts with enterprise-level customers,
ensuring strong adoption and ongoing engagement throughout the customer's
lifetime
Execute a comprehensive engagement and communications strategy that
proactively maintains high customer satisfaction
Serve as the Clarifai subject matter expert (SME) providing guidance and
addressing customers AI challenges
Perform periodic customer success reviews that confirm satisfaction,
resolve issues with the help of the Technical Support team, and expand
Clarifai use throughout the account
Develop tools, processes, and best practices to ensure customers are
realizing the greatest possible value from Clarifai
Use usage patterns to gain insights, provide guidance and increase
customer satisfaction
Serve as the primary interface to manage and resolve any critical
situations
Work closely with the Sales and Professional Services teams to share
customer insights that inform additional product and service sales
opportunities
Provide expert customer insight to product management, marketing, and
sales on what innovation and continuous improvement is needed in the user
experience, product capabilities, features, and customer engagement
processes that ensure rapid adoption, usage velocity, high renewal and
referral rates in our larger customers, many of which operate at massive
scale
Exceed all performance targets, including net retention rates (NRR)
Requirements
Account management experience, preferably for early to mid-stage SaaS
software, and proven ability to succeed in a fast-paced, dynamic, and
high-growth technology environment
Proven ability to maintain highly valuable and outcome-based relationships
with a diverse customer account base
Outstanding multi-task task management skills across a varied set of
responsibilities
Passion for working with leading-edge, web-based technologies and a desire
to deeply understand Clarifai's benefits, use cases, and technical
elements
Strong communication skills (written, verbal, presentation), with the
ability to explain technical subjects to non-technical end-user personnel
in large enterprises
Ability to build credibility and trust by understanding customer
requirements and addressing
Willing to travel periodically based on customer and business needs
