Customer Success Manager

Promptfoo•San Francisco, CA

18d

About The Position

Promptfoo is the leading AI security testing platform, helping 250,000+ developers build secure, reliable AI applications. Backed by Insight Partners and Andreessen Horowitz, we help the world’s largest enterprises adapt AI-specific pentesting techniques to your application, providing automated red teaming, vulnerability scanning, and continuous monitoring for LLM-based systems. 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.

Requirements

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.

Responsibilities

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.