Customer Success Manager, Strategic Accounts

Ambient.ai is a unified, AI-powered physical security platform that helps enterprise organizations reduce risk, improve security operation efficiency, and gain critical insights. Seven of the top 10 U.S. technology companies, along with multiple Fortune 500 organizations across a variety of industries, leverage Ambient.ai to unify their security infrastructure and significantly enhance their security posture. 

The Ambient.ai platform applies AI and computer vision intelligence to existing sensor and camera infrastructure to deliver continuous monitoring and detect threats in real-time. Ambient.ai does this while simultaneously decreasing false alarms by over 95%, allowing security teams to focus on legitimate threats. With Ambient.ai, companies can do more with less and prevent security incidents before they happen.

We were founded in 2017 by Shikhar Shrestha and Vikesh Khanna, experts in artificial intelligence from Stanford University who previously built iconic products at Apple, Google, Microsoft, and Dropbox. We are a Series-B company backed by Andreessen Horowitz (a16z), Allegion Ventures, SV Angel, Y Combinator, and investment angels like Jyoti Bansal, Mark Leslie, and Elad Gil. 

Named on the YC Top Companies List 2021, 2022, 2023, and the Forbes Cloud 100 Rising Stars 2020, we are turning the impossible into the inevitable. We are always looking for passionate people who enjoy solving the toughest problems with cutting-edge AI/ML.

Position Overview

The Customer Success team at Ambient.ai plays a pivotal role with our enterprise customers. The team is responsible for orchestrating the customer relationship, shepherding them from an initial kick-off through implementation, onboarding, testing, and training. They help drive effective product adoption and provide best practice advice to ensure customers get value and derive success from our platform, leading to renewal and expansion.

The Customer Success Manager is perfect for someone with excellent interpersonal skills, customer success experience, and some technical implementation, product configuration, or professional services expertise. Part coach, project manager, consultant, and product expert, you’ll be passionate about helping our enterprise customers transform their business processes by deploying cutting-edge technology in complex enterprise environments at a global scale. 

The impact you’ll make:

• Own the ultimate success of our customers; this is a full-service CSM role, owning the customer’s post-contract signature all the way to renewal. Manage & support our customers through setup, onboarding, implementation, training, testing, and launch, working closely with stakeholders to establish and document critical goals, success criteria, or KPIs, then measure & report progress towards those goals

• Drive product adoption and ongoing usage, ensuring customers realize the full value of the Ambient.ai platform resulting in a magical customer experience, which leads to retention and growth

• Become an expert on the Ambient.ai platform and keep up with industry trends, allowing you to establish a trusted advisor relationship with assigned customers

• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvements to our products and services 

• Engage with business leaders to thoughtfully help them identify opportunities to expand our footprint and depth of engagement

• Partner with marketing to highlight opportunities for customer references and case studies

• Able to travel up to 30%

The amazing skills you’ll bring to Ambient.ai:

• 4-5 years of experience in a customer-facing customer success role, working with large Fortune 100/500 companies. Also important is Enterprise SaaS and start-up experience, as well as a history of successful customer renewals

• Strong program management skills and experience managing projects at large enterprise companies with multiple stakeholder complexity

• Self-motivated, proactive team player with high integrity and desire to assist your colleagues and customers - you can be flexible as this company & role scales

• Strong interpersonal skills and experience building strong internal and external relationships

• Strong analytical and problem-solving skills; displays trust and integrity under pressure when working through customer issues

• Excellent verbal and written communication & presentation skills

• Basic understanding or interest in learning about machine learning / artificial intelligence

• Bonus: Experience in management consulting and/or business process transformation

Why join us:

• We are creating an entirely new category within a 120+ billion-dollar physical security industry and looking for team members who are also passionate about our mission to prevent every security incident possible 

• We have an impressive customer roster of F500 companies, including Adobe, VMware, and SentinelOne

• Regular Full-time employees receive stock options for the opportunity to share ownership in the success of our company 

• Comprehensive health + welfare package (Medical, Dental, Vision, Life, EAP, Legal Services, 401k plan)

• We offer flexible time off to rest and recharge, including Winter Break (time off between Christmas and New Year’s for most roles depending on customer demand)

• The latest tech and awesome swag will be delivered to your door

• Enjoy a full range of opportunities to connect with your awesome co-workers

• We love to hike, are foodies, and love music! Check out our most recent Ambient Spotify Playlist

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We take a market-based approach to pay here at Ambient.ai, which may vary depending on multiple factors. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, level, market conditions, and internal parity. 

Base salary is just one component of our total rewards package. As a fast-growing start-up, our regular employees are also granted stock options, and an opportunity to succeed when Ambient.ai succeeds.  As a young start-up with product market fit, our stock upside is substantial, and a large part of our total rewards strategy. 

The pay scale below represents the starting base salary range we expect to pay for this position and is subject to change:

SF Bay Area:  $135,000 - $150,000 

*Occasionally, we may make an offer to a candidate that is either leveled below or above this role based on skills, experience, and interview performance.  

Ambient.ai is proud to be an Equal Opportunity Employer.  Ambient does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. Ambient is an E-Verify participant.