Customer Success Manager

Why Promptfoo

Promptfoo, the leading AI Security platform, enables enterprises to systematically identify, track, and remediate AI vulnerabilities across the entire portfolio of AI applications, agents, and RAG systems. Available in open source and commercial versions, Promptfoo can be deployed on-prem or in the cloud. With the compliance mapping to OWASP Top 10 for LLMs and NIST for RMF and centralized reporting for executive visibility, Promptfoo helps security leaders scale AI adoption without compromising security or data ownership. Adopted by 300K+ developers, recommended by OpenAI and Anthropic, and backed by a16z and Insight Partners, Promptfoo is trusted by over 127 of the Fortune 500 companies. Learn more at promptfoo.dev.

About the Role

As we scale, we’re looking for a Customer Success Manager who thrives at the intersection of customer advocacy, technical product understanding, and growth strategy. You’ll be the trusted advisor to our customers—from early POC to enterprise renewal—and the internal champion who ensures they unlock maximum value from Promptfoo.

What You’ll Be Doing

You’ll be the primary point of contact and strategic partner for a portfolio of key accounts. Your mission: drive adoption, ensure success, reduce churn, and uncover expansion opportunities.

• Own the end-to-end customer journey: From post-sales handoff through onboarding, implementation, QBRs, renewals, and expansion.

• Monitor and act on account health: Proactively assess usage, satisfaction, and risk signals. Answer “What’s going on with Account X?” with confidence.

• Orchestrate cross-functional support: Loop in Engineering, Product, Support, and Sales when customers need technical help, product guidance, or commercial discussions.

• Drive product adoption: Ensure customers understand and leverage new features, best practices, and Promptfoo’s full capabilities.

• Manage critical workflows: Track POC milestones, implementation timelines, renewal dates, and stakeholder engagement plans.

• Lead QBRs and strategic reviews: Prepare agendas, slides, insights, and action plans—and facilitate high-impact business conversations.

• Triage and escalate support issues: Monitor critical tickets, ensure SLAs are met, and close the loop with customers once resolved.

• Identify expansion opportunities: Spot use cases for scale, additional teams, or advanced features—and partner with Sales to act on them.

• Amplify the voice of the customer: Share qualitative and quantitative feedback with Product and Engineering to shape Promptfoo’s roadmap.

• Contribute to scalable resources: Update light-touch documentation, FAQs, or onboarding materials based on recurring customer needs.

Who You Are

• 5+ years in Customer Success, preferably at a developer-focused, PLG, or technical B2B SaaS company (AI/ML, DevTools, or infrastructure a plus).

• Deep empathy for developers and technical users—you speak their language and understand their workflows.

• Comfortable navigating CLI tools, APIs, GitHub, or similar technical environments (you don’t need to code daily, but you’re not afraid of technical context).

• Exceptional organizational skills—you juggle multiple accounts, deadlines, and stakeholders without dropping the ball.

• Proactive communicator who builds trust quickly, both externally and internally.

• Data-informed: you use product usage, support trends, and customer feedback to guide decisions.

• Startup-ready: scrappy, resourceful, and energized by ambiguity and high impact.