Senior Customer Success Manager - US (San Francisco)

San Francisco
Go to market /
Full time /
About Us
At Encord, we're building the AI infrastructure of the future. The biggest challenge AI companies face today is not half as glamorous as the outside world may think: it's all about data quality. In fact, the success of any AI application today relies on the quality of a model's training data — and for 95% of teams, this essential step is both the most costly, and the most time-consuming, in getting their product to market.

As ex-computer scientists, physicists, and quants, we felt first-hand how the lack of tools to prepare quality training data was impeding the progress of building AI. AI today is what the early days of computing or the internet were like, where the potential of the technology is clear, but the tools and processes surrounding it are still primitive, preventing the next generation of applications. This is why we started Encord.

We are a talented and ambitious team of 60, working at the cutting edge of computer vision and deep learning, backed by top investors, including CRV and Y Combinator, leading industry executives like Luc Vincent, former VP of AI at Meta, and other top Bay Area leaders in AI. We are one the fastest growing companies in our space, and consistently rated as the best tool in the market by our customers. We have big plans ahead and are looking for a rockstar Customer Success Manager to join us in building our GTM team.

The Role
As part of Encord's continued rapid growth, we are looking for an experienced Customer Success Manager to work with our largest and most complex customers to help them successfully embed Encord into the innovative and world-leading AI applications that they are building.

Working closely with the Sales, Growth and Engineering teams, and reporting directly to the co-founders, the ideal candidate is someone with a track record of making customers successful with complex technology while consistently over achieving on Gross and Net Revenue Retention targets.

To get a glimpse into the day-to-day role of a CSM at Encord, you can find more here!

About you
- You have extensive customer facing experience, especially with Enterprise customers.
- You are an exceptional communicator across different channels; you are comfortable leading a meeting with the CTO of a Fortune 500 company, the founder of a fast-growing startup, or the lead ML engineer of a research institution.
- You are structured and organized, and instinctively know how to prioritize your time.
- You have a track record of successful internal collaboration, with both technical and commercial teams.
- You are highly consultative, skilled with discovery questioning and uncovering new use cases.
- You have a track record of strengthening existing customer relationships and proactively developing new ones; you make sure you're always multi-threaded at different levels.
- You're ambitious and you want to rise faster than would be possible in any 'normal' career and you're happy to roll up your sleeves and do whatever is required.
- You demonstrate product and technical acumen, with the ability to learn quickly and apply product knowledge appropriately to customer pain points.
- You're intelligent and can dip into the technical intricacies while staying focused on achieving the outcome.
- You’ve consistently performed in the top percentile of whatever environment you’ve been in, whether in education, business, sport, or a CS/sales/eng team.

What We Offer
- Competitive salary and equity in a hyper growth business.
- Strong in-person culture: most of our team is in the office 3-5 days a week.
- 18 days annual leave a year + public holidays.
- Clear and concrete opportunities to grow – a year ago we were 25 people, now we’re over 60. We’ll be growing insanely fast over the next 24 months and you’ll have all the opportunities for growth that you can handle. 

Encord offers a unique opportunity to be part of a startup with a clear mission and vision. You will get to explore and build services enterprise AI use cases across many different industry verticals such as healthcare, surveillance, retail, and agriculture.

Our work is at the cutting edge of computer vision and deep learning, which also includes working on solving unsolved problems within those fields.