Note: The job is a remote job and is open to candidates in USA. Prediction Guard provides a secure AI control plane that helps enterprises deploy and control agentic AI while protecting proprietary data. The Customer Success Manager will own enterprise customer relationships, guide onboarding and adoption from pilot to production, manage renewals and expansion, and serve as the voice of the customer while engaging technical and executive stakeholders.
Responsibilities
- Own the customer journey from contract signature through first production workload, partnering with solutions engineering on the technical implementation
- Build and execute mutual success plans that tie Prediction Guard’s control plane capabilities to the customer's stated business outcomes and AI roadmap
- Drive adoption across the account from a single team's pilot to multiple business units and use cases using telemetry, and account segmentation best practices
- Translate customer security and compliance requirements (NIST AI RMF, OWASP, HIPAA, GDPR) into the right conversations with our team, and help customers understand how our policy configurations map to their obligations
- Own renewals end to end: forecast accurately, identify at-risk accounts early through health signals and stakeholder mapping, and drive the renewal to signature
- Own net revenue retention for your book of business, including identifying and qualifying expansion opportunities
- Spot growth triggers like rising inference volume, new use cases, a move from internal RAG to external-facing agents and partner with sales on higher-tier security features and increased throughput
- Lead Executive Business Reviews that connect risk mitigation, model risk, and secure call volume to the customer's business objectives and realized time-to-value
- Build and maintain multi-threaded relationships across the account: developers, platform owners, security leadership, and the economic buyer
- Act as the Voice of the Customer for our product team, translating field-tested security concerns and adoption friction into prioritized product feedback
- Maintain clear account documentation, health scoring, and forecasting hygiene in our CRM
Skills
- 4+ years in Customer Success, Account Management, or a similar post-sales role at a B2B software company, with at least 2 years owning renewals or expansion targets
- A track record of managing enterprise accounts and carrying a retention or NRR number
- Experience selling to or supporting technical buyers — developers, platform teams, security and infrastructure leaders
- Comfort operating in an early-stage environment where the playbook is still being written, and appetite to write parts of it
- AI Literacy: Solid working understanding of AI development fundamentals — what embeddings, context windows, prompt engineering, RAG, and agents actually are, and where they tend to break
- You should be able to explain a secure agentic architecture at a whiteboard level without needing an engineer in the room
- Security Awareness: Familiarity with the OWASP GenAI Project (prompt injection, insecure output handling, etc.) and enterprise AI risk frameworks, at the level needed to hold a substantive conversation with a security executive
- Infrastructure Concepts: Comfort with the vocabulary of enterprise deployment — cloud environments (AWS, Azure), VPC and air-gapped deployments, containers, and APIs — enough to scope a conversation and know when to escalate
- Tooling: Comfort using AI tools in your own workflow (Claude, Cursor, or similar) and reading an API doc without hesitation
- Ability to explain complex probabilistic AI risks to a risk-averse security executive in a professional setting
- You see a renewal or an expansion motion as a natural extension of doing right by the customer, and you're comfortable navigating procurement, pricing conversations, and internal champions
- In a startup environment, you own the success of the account from the initial API key to the millionth secure call
- Writing Python is a plus, not a requirement
Benefits
- Variable compensation
- Equity eligibility
- Impact: You are at the forefront of the most important transition in software: making AI safe for the enterprise and enabling control over AI across clouds.
- Culture: A "Build-Fast, Secure-Hard" mentality where your customer advocacy contributions directly affect the product roadmap.
- Growth: Exposure to the C-suite of Fortune 1000 companies who are looking to us to define their AI security posture.
Company Overview