Strategic Customer Success Manager

Prolific•San Francisco, CA

3d•$180,000 - $240,000•Hybrid

About The Position

As a Strategic Customer Success Manager, you will partner with frontier AI model creators who are making headline news every day, ensuring they achieve breakthrough value through our human data offerings. In this role, you will lead adoption, consumption, development, and value realization as a trusted advisor for AI 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

6+ years in a customer-facing strategic or enterprise customer success (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 outcomes with customers
Operational rigor and experience forecasting consumption to identify opportunities, mitigate risk, and measure growth
Demonstrated success with navigating large organizations, driving adoption and expansion, and cultivating executive relationships/sponsorship
Strong business acumen and ability to interface with senior customer stakeholders (C-Suite, VP, research leads) as well as technical teams (engineers, data scientists, product owners)
Fundamental understanding of AI, machine learning, LLMs, or similar concepts—enough to speak credibly about research use cases and value levers
Desire to play an influential role in a rapidly growing, innovative business—contributing, sharing ideas and expertise, and helping elevate the team around you

Responsibilities

Partnering with frontier AI model creators to ensure the success of their research initiatives, human data/feedback programs, and quality assurance benchmarks
Serving as a trusted advisor—translating research and business objectives into actionable strategies for Prolific’s platform and services to achieve
Lead business reviews and executive engagements with clients, building case studies and advocacy stories that highlight how Prolific is driving frontier AI research for them
Drive continuous improvement of success playbooks, processes, and customer-facing resources, replicating best practices in usage-based models and research workflows
Spending time face-to-face with customers and with peers in the San Francisco office—collaborating, learning, and growing together in service of shared outcomes