Hybrid Customer Success Manager, EDU Customer Success Manager, EDU

About The Company

Our clinet is an AI research and deployment entity committed to ensuring that general-purpose artificial intelligence benefits all of humanity. They push the limits of AI system capabilities and aim to deploy them safely through various products. AI is a powerful tool that must be developed with safety and human needs at its core, and to accomplish this mission, a range of different perspectives, voices, and experiences that encompass the full spectrum of humanity is valued.

The organization is an equal opportunity employer and does not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability, or any other legally protected status.

For U.S.-based candidates: In accordance with the San Francisco Fair Chance Ordinance, qualified applicants with arrest and conviction records will be considered.

Reasonable accommodations for applicants with disabilities are available upon request.

At this organization, the belief is that artificial intelligence holds the potential to address immense global challenges, and the benefits of AI should be widely shared. Join in shaping the future of technology.

About The Team

The Customer Success team is dedicated to partnering with customers and their personnel to embrace AI through the adoption of AI products. The customers span a diverse range of backgrounds and maturity, from early-stage startups to established enterprises and educational institutions all over the globe. Every interaction is viewed as an opportunity to inspire and accelerate an organization or individual on their AI journey.

About the role

Recently, a new tool called ChatGPT Edu was launched, specifically designed to support students, faculty, and researchers in higher education. A Customer Success Manager is needed to work directly with education customers, including higher education institutions and K-12 school districts, as they adopt ChatGPT Edu. The Customer Success Manager will be responsible for helping to build Education AI Use Cases, managing technical training sessions, and ensuring high engagement from administrators, faculty, and students.

This role is essential for the success of educational institutions and will be instrumental in driving product adoption and value. The qualified candidate will understand customers’ needs and deliver an exceptional experience. Additionally, this role will represent the organization as a thought leader in AI for education and partner with researchers, engineers, and customers to facilitate AI adoption.

This position is based in NYC and follows a hybrid work model of three days in the office per week, with relocation assistance available for new employees.

In this role, you will

- Deliver an exceptional experience to educational institutional customers.

- Develop and nurture strong customer relationships to understand their business goals and needs.

- Implement and conduct user training and enablement sessions using a “train the trainer” model to enable scaling.

- Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.

- Codify best practices, guides, and FAQs based on interactions with customers.

- Gather and relay customer feedback to internal stakeholders and identify trends across customers to influence product planning.

- Collaborate closely with the Sales team to ensure a seamless handoff between pre- and post-sale processes.

- Anticipate at-risk renewals or user churn and work with relevant internal teams to create corrective action plans.

- Foster customer advocacy and facilitate the development of customer testimonials and case studies.

You’ll thrive in this role if you

- Have 7+ years of experience in a customer success (or similar) role, managing relationships with large, global, and complex organizations, preferably with a technical enterprise product.

- Have experience in the Education industry, specifically in deploying software within educational institutions.

- Are resourceful and driven, with entrepreneurial experiences, and comfortable building new initiatives from the ground up.

- Have a proven track record of delivering and scaling an exceptional customer experience.

- Possess strong presentation and communication skills, especially when engaging with executives and leaders.

- Can proactively identify product pain points and concerns raised by customers.

- Demonstrate humility, a willingness to help others, and a desire to acquire any missing knowledge to aid the success of both the team and customers.

- Operate with high energy, possess strong problem-solving skills, excel at frequent context switching, effectively manage multiple projects simultaneously with extensive ownership, and prioritize ruthlessly.

- Are personally committed to fostering the safe and ethical evolution of AI.

Compensation

$240K

- Medical, dental, and vision insurance for you and your family

- Mental health and wellness support

- 401(k) plan with 50% matching

- Unlimited time off and 13 company holidays per year

- Paid parental leave (24 weeks) and family-planning support

- Annual learning & development stipend ($1,500 per year)