Your mandate is straightforward: make the best customers impossible to churn.
You'll drive net revenue retention through deep technical engagement, proactive risk management, and a tight feedback loop back to product.
You understand AI architectures well enough to have opinions, you write documentation that engineers actually follow, and you close loops rather than escalate them.
What You'll DoOwn 10–20 strategic accounts — lead onboarding, build success plans, conduct deep-dives into customer AI architectures, and drive adoption and expansion across the full lifecycle.
Guide production readiness — advise on instrumentation strategy, evaluation setup, data modeling, security and privacy configurations, and operational playbooks.
Troubleshoot and unblock — debug SDK/API integrations, resolve production issues, support self-hosted deployments, and be the first technical escalation point before engineering.
Create feedback loops — synthesize patterns across accounts into actionable product insights; work cross-functionally with engineering and product teams to influence the roadmap.
Enable at scale — produce technical content (guides, runbooks, integration examples) that multiplies your impact across the full customer base, including open-source community contributors.
Monitor account health — track adoption signals, usage telemetry, and risk indicators to intervene proactively before problems become churn.
What We're Looking ForRequired5+ years in technical account management, solutions engineering, or customer-success engineering supporting enterprise SaaS or open-source software customers.
Hands-on experience supporting production LLM/AI applications or developer-facing AI platforms — including integrations, prompt management, model evaluation, and.