Strategic Customer Success Manager

Prolific•San Francisco, CA

1d•$180,000 - $240,000•Remote

About The Position

Prolific is building human data infrastructure that supports AI development. Its Strategic Sales and Success team works with leading frontier AI model creators on high-priority initiatives. As a Strategic Customer Success Manager, you will partner with frontier AI model creators to help them achieve value through Prolific’s human data offerings. You will lead adoption, consumption, development, and value realization, acting as a trusted advisor to AI research, program management, and business stakeholders. You will own the end-to-end customer success lifecycle—from onboarding and maturity through expansion, renewal, and advocacy—and collaborate with Services, Support, Sales, Solutions Engineering, Product, Marketing, and other teams. The role includes working face-to-face with customers and peers in the San Francisco office. Prolific describes its culture as impactful and mission-driven and offers remote working. The full-time role has a base salary range of $180,000–$240,000 per annum for San Francisco or New York; compensation packages for eligible roles include base salary, equity, and benefits, and many roles may also offer variable cash compensation such as a bonus or commission.

Requirements

At least 6 years in a customer-facing strategic or enterprise customer success role and/or leadership role, ideally in a business where value is aligned with increased consumption.
Experience developing strategic success plans and orchestrating cross-functional dynamics to drive positive customer outcomes.
Operational rigor and experience forecasting consumption to identify opportunities, mitigate risk, and measure growth.
Demonstrated success navigating large organizations, driving adoption and expansion, and cultivating executive relationships and sponsorship.
Strong business acumen and ability to engage senior customer stakeholders, including C-suite leaders, vice presidents, and research leads, as well as technical teams such as engineers, data scientists, and product owners.
Fundamental understanding of AI, machine learning, LLMs, or similar concepts sufficient to speak credibly about research use cases and value levers.
Desire to contribute and share ideas and expertise in a rapidly growing, innovative business and help elevate the team.

Responsibilities

Partner with frontier AI model creators to support the success of their research initiatives, human data and feedback programs, and quality assurance benchmarks.
Serve as a trusted advisor, translating research and business objectives into actionable strategies using Prolific’s platform and services.
Lead business reviews and executive engagements with clients.
Build case studies and advocacy stories that demonstrate how Prolific supports customers’ frontier AI research.
Drive continuous improvement of success playbooks, processes, and customer-facing resources.
Replicate best practices for usage-based models and research workflows.
Own the end-to-end customer success lifecycle, guiding customers from onboarding to maturity, expansion, renewal, and advocacy.
Collaborate with Prolific’s Services, Support, Sales, Solutions Engineering, Product, Marketing, and other teams.
Spend time face-to-face with customers and peers in the San Francisco office.