Manager – Customer Success

About the team

The Strategics Customer Success (CS) team is responsible for driving the adoption and value realization of Generative AI applications for developers and enterprises. We act as a trusted advisor and thought partner for our customers, working to build an effective backlog of GenAI use cases for their industry and drive them to production through strong guidance. As the leader of Customer Success Managers (CSM) in the Strategics segment, you’ll help the largest companies transform their business through solutions such as customer service, automated content generation, and novel applications that make use of our newest, most exciting models.

About the role

We are seeking a Customer Success leader to ensure the technical success of our most strategic customers across the globe. In this role, you will oversee a team responsible for driving the adoption, engagement, and value realization of all OpenAI products throughout the customer lifecycle. Success will be measured by customer activation and adoption, live production deployments, demonstrable value realization, and customer satisfaction. You will partner with Sales, Solutions Engineering, Solutions Architecture, and Product teams. 

In this role, you will:

• Own the strategy and operating model of the Strategics CSM team, ensuring alignment with company objectives and the evolving needs of our customers.

• Lead, build, and mentor a team of high-performing Strategics CSM to deliver exceptional customer outcomes, as demonstrated by production customer deployments, increased adoption, retention, expansion, and customer satisfaction. 

• Develop scalable customer success programs, including customer success plans, KPI frameworks, risk/churn mitigation, and use case enablement strategies.

• Represent the voice of enterprise customers to internal teams, influencing product roadmaps and go-to-market strategies.

• Act as an AI thought leader and industry expert, advising customers on best practices and transformative opportunities with ChatGPT Enterprise.

You’ll thrive in this role if you:

• Have 7+ years of experience in a customer-facing success role, managing C-level technical and business relationships with complex global organizations.

• Have 3+ years of experience leading post-sales teams with a demonstrated ability to hire, develop, and manage technical teams.

• Have developed and executed scalable customer success programs for customers across industries and regions.

• Are an effective presenter and communicator who can translate business and technical topics to all audiences, including senior leaders.

• Own problems end-to-end and are willing to pick up whatever knowledge you’re missing to get the job done.

• Have a humble attitude, an eagerness to help your colleagues, and a desire to do whatever it takes to make the team succeed.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

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For US Based Candidates: Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.