Strategic Customer Success Manager

Lambda, The Superintelligence Cloud, is a leader in AI cloud infrastructure serving tens of thousands of customers. Our customers range from AI researchers to enterprises and hyperscalers. Lambda's mission is to make compute as ubiquitous as electricity and give everyone the power of superintelligence. One person, one GPU.

If you'd like to build the world's best AI cloud, join us.

*Note: This position requires presence in our San Francisco office location 4 days per week; Lambda’s designated work from home day is currently Tuesday.

What You’ll Do

• Understand customer needs and align on a joint success plan; deliver on agreed upon objectives to maximize customer value

• Act as a trusted advisor to customers; identify and build relationships with stakeholders across a broad range of roles, including influential end-users, decision makers, and executives.

• Quantify customer health by measuring and reporting on adoption, frequency and severity of support escalations, and overall sentiment of key contacts.

• Collaborate closely with Account Executives and other cross functional teams assigned to your accounts to foster growth and retention

• Bring skills and growth mindset to fluently explain Lambda’s product offering and engage on a technical level with the customer, however you also know when to loop in internal subject matter experts and have the necessary internal relationships to effectively do so

• Act as project manager to ensure a world class customer experience, including successful cluster handoff and onboarding; proactively manage customer expectations during their end-to-end journey with Lambda

• Understand Lambda’s product roadmap and communicate it to customers. Identify any feature gaps and, depending on your assessment of impact and urgency, act as internal customer champion to get them addressed

• Maintain detailed and continuous communication with customers to ensure health and satisfaction, including quarterly business reviews with key stakeholders

You

• You have at least 8 years prior experience working in Customer Success or equivalent department.

• You have strong written and verbal skills, you have the ability to de-escalate any situation and speak transparently to our highest tier of customers.

• Technical knowledge in Cloud Infrastructure and empathy for the day in a life of a AI Researcher / ML Engineer strongly preferred

• You are process oriented and have a strong desire to work collaboratively to not only maintain a process but seek to improve upon it.

• You are an active team player, self-starter, and multitasker who can quickly adjust priorities.

• You are proficient with productivity and project management tools (i.e. G-Suite, Salesforce, Slack, Notion); experience with Vitally Customer Success Platform preferred; curiosity and willingness to adopt new tools and ways of working

Nice to Have

• Technical knowledge in manufacturing, Cloud, IT, Server, AI, ML or related fields.

• Knowledge of Monday, Front and Vitally

Salary Range Information 

This is a salaried non-exempt role, eligible for overtime. The annual salary range for this position has been set based on market data and other factors. However, a salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.

About Lambda

• Founded in 2012, with 500+ employees, and growing fast

• Our investors notably include TWG Global, US Innovative Technology Fund (USIT), Andra Capital, SGW, Andrej Karpathy, ARK Invest, Fincadia Advisors, G Squared, In-Q-Tel (IQT), KHK & Partners, NVIDIA, Pegatron, Supermicro, Wistron, Wiwynn, Gradient Ventures, Mercato Partners, SVB, 1517, and Crescent Cove

• We have research papers accepted at top machine learning and graphics conferences, including NeurIPS, ICCV, SIGGRAPH, and TOG

• Our values are publicly available: https://lambda.ai/careers

• We offer generous cash & equity compensation

• Health, dental, and vision coverage for you and your dependents

• Wellness and commuter stipends for select roles

• 401k Plan with 2% company match (USA employees)

• Flexible paid time off plan that we all actually use

A Final Note:

You do not need to match all of the listed expectations to apply for this position. We are committed to building a team with a variety of backgrounds, experiences, and skills.

Equal Opportunity Employer

Lambda is an Equal Opportunity employer. Applicants are considered without regard to race, color, religion, creed, national origin, age, sex, gender, marital status, sexual orientation and identity, genetic information, veteran status, citizenship, or any other factors prohibited by local, state, or federal law.