Enterprise Customer Success Manager

About Comet

Comet is building the development platform for teams who want to ship robust, reliable, and responsible AI applications. Opik, our open source LLM evaluation framework, has quickly become one of the most popular tools in the space. Our experiment management platform is used by data scientists at companies like Uber, Netflix, and Etsy. Tens of thousands of researchers, engineers, academics, and hobbyists use Comet every day to build the future of AI. 

Working at Comet will give you access to the most exciting work being done in all areas of machine learning. Some of the top researchers and companies working on self-driving cars, drug discovery, particle research, diffusion models, and LLMs use Comet every day. Your work has the potential to accelerate the development of some of the most impactful technology in the world, and you will be doing it alongside a team of passionate, caring individuals. If that sounds exciting, Comet is the right place for you.

Comet is backed by more than $63 million in venture capital funding and powers some of the best machine-learning teams in the world, including Netflix, Uber, Etsy, and Mobileye. We are a remote-first company with offices in New York City (USA) and Tel Aviv (Israel).

About the Position:

At Comet, our mission is to help every organization drive business value from AI. Strongly positioned at the forefront of the Gen AI revolution, Comet powers AI developers to accelerate development and execution. From the data scientist tracking training runs, to the enterprise team deploying hundreds of models to production, to individuals and teams developing generative AI applications, Comet is the platform used by the most innovative builders in the industry. 

As an Enterprise Customer Success Manager at Comet, you will be responsible for guiding our largest Enterprise customers to accelerate their adoption of the Comet platform, ensuring customers receive the value they anticipated. This includes aligning on and driving towards key KPIs with customer stakeholders, facilitating business reviews, developing client relationships, and building out tailored onboarding plans for our most cutting edge customers. You will also work with the broader team to identify and drive key initiatives, processes, tools, and programs to scale for growth.

This position reports directly to the Head of Solutions Engineering, and is measured by key outcomes, including customer satisfaction, retention, and revenue growth. 

Who you are:

• You have proven experience managing large Enterprise accounts in a Customer Success Manager or Technical Account Manager role
• You don’t need to be a data scientist, but should understand AI/ML concepts well enough to communicate value to enterprise clients

Responsibilities:

• Manage a portfolio of strategic customers in some of the  world’s leading organizations in financial services, insurance, pharmaceuticals, autonomous driving, and technology
• Drive value for customers by aligning Comet to their AI/ML use cases and desired business outcomes
• Conduct regular business reviews to track key KPIs and align with senior stakeholders
• Project manage the deployment and roll out of Comet across customer’s data science teams, building out detailed onboarding plans to accelerate time to value
• Identify adoption and growth potential in your portfolio and advise your team and customers accordingly
• Conduct regular customer health analysis to identify risk and work with your team to create and execute plans to improve account health
• Collaborate cross functionally across teams including Customer Engineering, Sales and Product to ensure customers' success with focus on adoption, value and retention
• Influence Comet’s customer success strategy and improve internal processes

Requirements:

• 4+ years of proven experience with customer success, technical consulting, professional services, or related customer-facing organizations.
• 1+ years of experience in the data science and machine learning domain
• Passion for providing outstanding customer experiences
• Strong organization skills when managing multiple accounts and assignments
• Strong communication and presentation skills; even better listening skills
• Proven ability to manage competing priorities in a fast-paced environment
• High level understanding of current ML and MLOps landscape (applications, tools, new research)
• Experience establishing credibility with senior decision-makers, especially those in engineering leadership
• Track record of proactively improving internal and customer-facing processes and systems
• Travel a couple of times per quarter

What We Offer:

• Competitive base salary of $120K-135K, based on proven experience, skills and location
• Competitive benefits package
• Flexible working hours and remote work options
• Opportunities for professional growth and development
• A collaborative and innovative work environment
• The chance to work with cutting-edge technologies and projects
• This role will be fully remote in the USA, working with a global team (large presence in the US, Tel Aviv and Europe) – some flexibility with work hours is required

Comet is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees without regard to race, religion, color, sex, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, uniform service member status, marital status, pregnancy, age, medical condition, physical or mental disability, genetic information/characteristics, and any other characteristic protected by State or Federal law.