Enterprise Customer Success Manager

Prolific•San Francisco, CA

2d•Hybrid

About The Position

As an Enterprise Customer Success Manager, you will partner with a diverse book of enterprise customers — from large organizations building their own ML pipelines and AI agents to smaller AI labs scaling their research programs — ensuring they achieve meaningful, lasting value through our human data offerings. In this role, you will drive adoption, consumption, and expansion through a land-and-expand motion, acting as a trusted advisor across research, program management, and business stakeholders. You will own the end-to-end success lifecycle, guiding customers from onboarding to maturity, expansion, renewal, and advocacy while collaborating with your counterparts on Prolific's Services, Support, Sales, Solutions Engineering, Product, Marketing, and other teams.

Requirements

4+ years in a customer-facing enterprise customer success (and/or leadership) role, ideally in a business where value is aligned with increased consumption
Experience developing success plans and coordinating cross-functional resources to drive positive outcomes with customers
Operational rigor and experience managing a larger book of business — tracking health signals, forecasting consumption, and identifying expansion opportunities at scale
Demonstrated success navigating mid-to-large organizations, driving adoption and expansion, and building strong stakeholder relationships
Strong business acumen with the ability to interface with technical and business stakeholders (engineers, data scientists, ML leads, and program owners)
Fundamental understanding of AI, machine learning, LLMs, or agent frameworks — enough to speak credibly about enterprise use cases and value levers
A collaborative, growth-oriented mindset and desire to contribute ideas, best practices, and energy to an innovative, fast-moving team

Responsibilities

Managing a portfolio of enterprise accounts across companies building internal ML/AI capabilities and smaller AI labs, driving value realization and consumption growth
Executing a land-and-expand motion — partnering with Sales to identify expansion opportunities within accounts and growing Prolific's footprint over time
Serving as a trusted advisor—translating customer objectives into actionable strategies leveraging Prolific's platform and services
Leading business reviews and stakeholder engagements, building strong relationships that support renewal and advocacy
Contributing to the continuous improvement of success playbooks, processes, and customer-facing resources tailored to enterprise and mid-market workflows
Spending time face-to-face with customers and peers in the San Francisco office—collaborating, learning, and growing together in service of shared outcomes