Customer Success Manager (Enterprise)

The power of prediction starts with HumanSignal. We build software that helps people do what only they can do – give meaning

Data fills our modern world. It flows prolifically inside organizations, customer interactions, through product usage, environmental research, healthcare imaging, and beyond. What if we could use any of that historical data to predict the future? The fact is, in most cases we can make predictions through Machine Learning and AI, but to do so in a meaningful and impactful way, historical data needs to be accurate, comprehensive, and absent of bias.

In order to make the best predictions, we believe internal teams with domain expertise should be responsible for annotating and curating data. It's called data labeling, and it’s a process of real people giving meaning to the information they see on the screen. HumanSignal was founded to take data labeling to the next level.

We believe that data labeling is a team sport. Data scientists, subject matter experts, engineers, operations, and annotators must work collaboratively to ensure quality results and an efficient process. That’s why we created Label Studio, which has quickly become the most popular open source data labeling platform with a 250K+ users around the world and millions of labeled samples, alongside a community of thousands of data scientists sharing knowledge and working to advance data-centric AI.  

In late spring 2022, HumanSignal raised $25 million in Series A funding, bringing our total funds raised to $30 million from notable investment partners Redpoint Ventures, Unusual Ventures, Bow Capital, Swift Ventures, as well as angel investors.

HumanSignal is a fully distributed organization with people all over the world. We have team members in North America, Europe, and South America across 6 countries.

About the Opportunity:

As one of the founding members of the Customer Success team, you will be the primary owner in charge of each account to ensure clients meet their desired business goals. Your focus will be to:

• Build long lasting meaningful relationships with customers to ensure consistent and proactive engagement
• Drive business value with the customers by prescribing effective success plays based on customer business goals and long term strategic direction
• Help our existing and new customers fully utilize the software and integrate it into their pipelines
• Own customer lifecycle from onboarding through renewal
• Land and expand existing Enterprise accounts to democratize and operationalize labeling initiatives as part of their standardized practice

What You'll Bring:

• Minimum of 6 years of experience working in customer-facing technical roles
• At least 5 years of experience building and managing customer relationships
• Minimum of 4 years of experience at a SaaS-company working with cloud architectures
• Foundational technical understanding of data collection, feature engineering, model training and productionalization
• Solid knowledge of the ML/AI market, pain points of enterprise-wide AI adoption, and common strategic focus of Head of Engineering / Head of AI persona

Within 1 month, you'll:

• Get introduced to existing enterprise customers and setup schedules to collect feedback and understand their desired outcomes
• Learn and understand company product value proposition
• Identify gaps between the current status and the client’s desired outcome and how those gaps could be bridged
• You will be working alongside the sales, product and marketing teams crafting a mutual success plan with the customers

Within 3 months, you'll:

• Advise our customers on best practices for product usage and share applicable success stories to help clients transform their data labeling practice
• Focus on hitting targets for customer satisfaction, renewals, and retention
• Partner with the champion to evangelize success and achievements to further drive awareness and expansion opportunities within the organization
• Iterate on the process of capturing product feedback and feature requests, identify the “why” and value behind that information

Within 6 months, you'll:

• Nurture relationships with strategic accounts starting from user personas, then move to senior, and then executive levels. Guarantee satisfaction and alignment along every step
• Help continue building out customer success functions by drafting best practices, playbooks, and process designs in order for the team to serve a large book of customers at scale

Within 1 year you'll:

• Keep scaling customer success initiatives based on the customer and usage growth
• Be proactive in identifying future obstacles in terms of larger customers' adoption and usage
• Have the opportunity to be groomed into a leadership position

It is an exciting time at HumanSignal, we are a growing startup and at this stage we are constantly evolving. While we have put a lot of thought into your first and most important initiatives, it’s only an example and something we will work on together. We're always learning and growing, so like us this role will evolve and expand. We hope that this opportunity sounds exciting to you and that you consider joining us on our journey!