Customer Success Manager – Enterprise

We’re looking for a technically-minded Customer Success Manager who has worked in or closely with data science and ML teams – especially those who have annotated data themselves or supported others who have. You’ll help our enterprise customers operationalize labeling workflows, integrate Label Studio into ML pipelines, and unlock greater model performance through better training data.

As an early member of the Customer Success team, you’ll play a critical role in shaping our engagement model, helping customers scale, and influencing product direction based on hands-on technical experience.

What You’ll Do:

• Own strategic customer relationships across onboarding, adoption, expansion, and renewal.
• Partner deeply with ML and data science teams to help them integrate Label Studio into their data pipelines and labeling operations.
• Drive business value by identifying ways to reduce labeling cost and increase model performance through efficient workflows and better quality control, making usage recommendations aligned with customer business goals and strategic priorities.
• Support usage expansion by aligning with customer technical goals, helping to operationalize labeling workflows as part of their standard practice, and advocating internally for required feature enhancements.
• Establish yourself as a trusted technical advisor, providing best practices on annotation project setup, ontology design, human-in-the-loop processes, and data curation strategies.

What You’ll Bring:

• 6+ years in customer-facing technical roles, such as Customer Success, Solutions Engineering, or Technical Account Management, with at least 5 years managing customer relationships.
• Direct experience as a data scientist, ML engineer, or MLOps practitioner – or in a customer-facing role serving that audience.
• Experience getting AI/ML models to production, and an understanding of how they integrate into ML pipelines.
• Familiarity with modern ML/AI workflows, data collection, including labeling, model training, quality assurance, and productionization. Experience aligning with strategic focus of Head of Engineering / Head of AI personas a big plus.
• Strong understanding of AI/ML organizational dynamics – especially pain points and goals of technical leaders like Heads of AI, Data Science, or Engineering.
• Experience working in B2B SaaS, ideally at AI/ML companies or startups serving data science teams.

What Success Looks Like:

Within 1 month, you’ll:

• Ramp on our product & company value proposition such that you can effectively articulate it to customers.
• Meet key enterprise customers and begin gathering success criteria and feedback.
• Identify gaps between the current status and the client’s desired outcome and how those gaps could be bridged.
• Partner with Sales, Product, and Marketing peers to craft Joint Success Plans for customers.

Within 3 months, you’ll:

• Deliver high-impact onboarding & adoption plans.
• Serve as a proactive advisor on best practices for product usage and share applicable success stories to help customers transform their data labeling practice.
• Partner with your champions to evangelize success and achievements to further drive awareness and expansion opportunities within the organization.
• Capture product feedback and feature requests, identify the “why” and value behind that information to connect it to customer outcomes.
• Track towards key targets for customer satisfaction, renewals, and expansion.

Within 6 months, you’ll:

• Nurture relationships with strategic accounts across user, technical, and executive personas. Guarantee satisfaction and alignment along every step
• Help continue building out customer success functions by drafting best practices, playbooks, and process designs in order for the team to serve a growing book of customers at scale.
• Represent the voice of the customer in cross-functional discussions.

Within 1 year you’ll:

• Become a go-to technical leader for our most strategic accounts.
• Be proactive in identifying future obstacles in terms of larger customers’ adoption and usage, and identify opportunities to expand their investment.
• Keep scaling customer success initiatives based on customer and usage growth, contributing to the team’s evolution as we scale.

It is an exciting time at HumanSignal; we are a growing startup and are constantly evolving. While we have put a lot of thought into your first and most important initiatives, we will develop these goals together. We’re always learning and growing, so like us this role will evolve and expand. If this opportunity sounds exciting to you and you want to be part of our journey, we want to hear from you!

Why Join HumanSignal?

• We’re building the future of data-centric AI – an area with growing momentum and industry backing.
• Our product is already beloved by a thriving open source and enterprise community.
• You’ll work alongside experienced, mission-driven teammates who care deeply about quality, usability, and impact.
• We’re a startup with strong funding and massive room for growth.