Customer Success Manager in London

The era of pervasive AI has arrived. In this era, organizations will use generative AI to unlock hidden value in their data, accelerate processes, reduce costs, drive efficiency and innovation to fundamentally transform their businesses and operations at scale.

SambaNova Suite™ is the first full-stack, generative AI platform, from chip to model, optimized for enterprise and government organizations. Powered by the intelligent SN40L chip, the SambaNova Suite is a fully integrated platform, delivered on-premises or in the cloud, combined with state-of-the-art open-source models that can be easily and securely fine-tuned using customer data for greater accuracy. Once adapted with customer data, customers retain model ownership in perpetuity, so they can turn generative AI into one of their most valuable assets.

About SambaNova: Join the company that's building the future of AI computing. SambaNova is disrupting the AI and high-performance computing space with an integrated hardware and software platform. Our SambaStack inference serving platform is pushing the boundaries of inference serving for generative AI and large language models. We are a team of passionate innovators tackling some of the world's most challenging computational problems. We help enterprises and service providers host their own AI inference platforms, powered by our state-of-the-art RDU (Reconfigurable Dataflow Unit) hardware architecture. Our cloud-agnostic, enterprise-grade inference serving platform enables seamless deployment, management, and scaling of foundation model workloads at production scale.

As a Customer Success Manager, you will be the strategic partner to our most important enterprise customers, guiding them from onboarding through full-scale AI deployment. You will own the post-sales relationship, ensure customers extract maximum value from SambaNova's full-stack AI platform, and drive expansion across their organizations.

Responsibilities:

• Own the post-sales relationship for a portfolio of enterprise accounts, serving as the primary point of contact from onboarding through renewal and expansion.
• Build tailored success plans aligned to each customer's AI adoption goals — translating their business objectives into measurable outcomes with SambaNova's platform.
• Lead onboarding and go-live efforts, coordinating with Solutions Engineering, Professional Services, and Product teams to ensure smooth deployments.
• Monitor adoption metrics and platform utilization; proactively identify churn risks and build mitigation plans in partnership with the account team.
• Drive upsell and cross-sell opportunities by demonstrating expanding business value and introducing customers to new use cases across departments.
• Act as the voice of the customer internally — synthesizing feedback on product gaps, feature requests, and roadmap priorities for the Product and Engineering teams.
• Deliver executive business reviews (EBRs) showcasing ROI, usage trends, and strategic recommendations for deeper AI adoption.
• Partner with Sales, Solutions Engineering, and Marketing to develop customer advocacy programs, case studies, and reference accounts.

Qualification:

• 5–10+ years in Customer Success, Technical Account Management, or related enterprise-facing roles, ideally in AI/ML infrastructure, cloud computing, or deep-tech hardware or software.
• Demonstrated ability to manage complex, multi-stakeholder accounts and build executive-level relationships with technical and business audiences.
• Working knowledge of AI/ML workflows, large language models (LLMs), or HPC infrastructure — enough to credibly engage with data science and ML engineering teams.
• Proven track record of driving adoption, retention, and expansion within a technical enterprise product.
• Excellent project management skills with the ability to manage multiple priorities and coordinate across internal teams in a fast-moving environment.
• Strong written and verbal communication skills; able to distill complex technical concepts for both executive and practitioner audiences.
• Bachelor's degree or equivalent experience in a technical or business field.

Bonus qualifications:

• Experience with AI accelerators or GPUs
• LLM fine-tuning or inference knowledge
• Familiarity with Sambanova products or similar MLOps platforms
• Enterprise SaaS or PaaS background
• MBA or advanced technical degree

Base Salary Range: £94,500 - £115,000 GBP