Customer Success Manager

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Our Customer Success team at OpenAI is dedicated to partnering with our customers to realize business value through deployment of ChatGPT Enterprise and OpenAI API. We serve a diverse range of clients, from startups to global enterprises, aiming to inspire and accelerate their AI journey.

About The Role

We are seeking a seasoned Customer Success Manager for our Strategic Accounts team, focusing on our largest and most complex enterprise customers. You will be pivotal in driving adoption, understanding customer needs, and delivering exceptional experiences, collaborating with Sales, Product, Marketing, Partnerships, and Engineering teams.

The ideal candidate will have a proven track record managing Fortune 500 clients, delivering strategic advice, and fostering customer success. You should understand the motivations, business drivers, and strategic goals of your portfolio (typically 1-3 large enterprise clients).

This role is based in San Francisco, with relocation support available.

Responsibilities include:

• Advising and partnering with large enterprises to drive AI adoption and transformation.
• Creating and executing customer success plans with clear goals and KPIs.
• Traveling approximately 15% for relationship building.
• Implementing initiatives to enhance customer experience.
• Owning relationships with Product and collaborating on strategic initiatives.
• Working with Partnerships on third-party integrations.
• Sharing AI expertise and industry insights internally and with clients.
• Facilitating use case development and scaling across regions.
• Gathering customer feedback for product improvements.
• Ensuring seamless sales-to-success transitions.
• Managing at-risk renewals and customer advocacy efforts.

Ideal Candidate Attributes:

• 8+ years in customer success or similar roles, with enterprise product experience.
• 5+ years managing relationships with large, complex organizations.
• Experience with global enterprise clients and success programs.
• Strong relationship-building skills across matrixed organizations.
• Thought leadership in your customer base.
• Exceptional communication skills, especially with executives.
• Proactive in identifying product and customer pain points.
• Humble, eager to learn, and team-oriented.
• Strong problem-solving, multitasking, and prioritization skills.
• Committed to the ethical and safe development of AI.

About OpenAI

OpenAI is dedicated to ensuring AI benefits all humanity, pushing technological boundaries safely and inclusively. We are an equal opportunity employer and value diversity.

We offer a compensation range of $240K and support reasonable accommodations for applicants with disabilities.

Additional details:

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Industry: Research Services