Customer Success Lead

Deploy•San Francisco, CA

10d•$110,000 - $170,000

About The Position

Deploy is an intelligence infrastructure platform that provides developers and enterprises access to open-source and proprietary AI models. Its platform includes an optimized inference engine for leading open-source LLMs, as well as proprietary models for content safety, AI and deepfake detection, sponsorship intelligence, and IP and publicity protection. Deploy has raised more than $200 million and has over 250 employees across offices in San Francisco, Seattle, New York, and Delhi. The Customer Success Lead cultivates strategic enterprise relationships and supports long-term customer growth. As a primary point of contact for enterprise customers, this role helps them succeed with Deploy’s API solutions and AI platforms, advises on effective implementation, and resolves technical customer issues. The role works cross-functionally with Sales, Product, Engineering, and Operations to drive customer outcomes and shape the customer experience. The current expected base salary is $110,000–$170,000. Actual compensation may vary based on factors including qualifications, skills, competencies, experience, and location. Stock options may be offered in addition to base pay. Deploy may use AI tools to support parts of its hiring process, but final hiring decisions are made by humans.

Requirements

Bachelor’s degree in mathematics, engineering, or a related technical field.
At least 3 years of experience in a client-facing role working with enterprise accounts and managing stakeholders.
Prior professional experience in Customer Success, Technical Account Management, or professional services at a SaaS technology company.
Demonstrated ability to manage enterprise relationships and drive adoption or renewals.
Strong technical acumen, including the ability to understand APIs, data workflows, and integrations.
Excellent verbal and written communication skills and exceptional attention to detail; experience engaging business and technical audiences.
Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Own post-sales relationships with key enterprise customers and maintain ongoing communication, including monthly check-ins and/or quarterly business reviews.
Work with customers to define success metrics, KPIs, and adoption strategies aligned with their goals, and track progress.
Lead customer onboarding and implementation to help customers achieve measurable business value from Deploy’s AI solutions.
Resolve urgent technical support tickets efficiently and communicate proactively and promptly with key client stakeholders.
Represent the voice of the customer internally and provide actionable feedback to inform product direction and feature development.
Monitor usage, adoption, and engagement metrics to address risks proactively and support long-term retention.
Partner with Sales to identify growth opportunities and drive expansion into other areas of Deploy’s product suite.
Collaborate with Operations to create playbooks and standard operating procedures that support the growth of the Customer Success team.
Maintain awareness of industry best practices for data maintenance handling as it relates to the role.
Follow policies, guidelines, and procedures for protecting information assets.
Report actual or suspected security or policy violations or breaches to an appropriate authority.