Customer Success Manager

SambaNova Systems

SambaNova Systems

Tokyo, Japan
Posted on Saturday, August 26, 2023

The third era of AI has arrived, powered by Generative AI. Generative AI is achieving step-function increases in scale, versatility, and accuracy compared to legacy AI technologies, presenting an opportunity for organizations to fundamentally transform their business and operations.

SambaNova Suite™ is enabling organizations and enterprises to achieve the transformative promise of these new AI technologies with a fully integrated hardware-software system that delivers innovation across the full AI stack, including the most accurate generative AI models, optimized for enterprise and government. This creates the AI backbone for the next 10 years and beyond.

Working at SambaNova

SambaNova’s mission is to be the number 1 platform for business AI. We are a full-stack provider of AI-specific chips, software, and models that come together to help every organization accelerate their AI journey.

This role presents a unique opportunity to shape the future of AI and the value it can unlock across every aspect of an organization’s business and operations. As customers adopt and implement AI solutions, this individual contributor will provide leadership and support for SambaNova Systems products. This is a high-visibility position where the individual contributor will be a customer success manager that works with our most strategic customers in the region. This role allows for both external and internal collaboration across the customer, engineering, and product to ensure a smooth customer support experience.

Job Description

As a Customer Success Manager at SambaNova Systems in the APAC Region, you will be responsible for building and leading account level Customer Success strategies. We’re looking for someone who will fully embrace our positive, productive, and collaborative culture with a laser focus on the expansion of our existing customer base and customer satisfaction. This is a pivotal role where you will drive customer goals, product utilization, and business transformation, with the end goal being satisfied customers and revenue expansion for SambaNova. Additionally, you will be part of a diverse team of talented Customer Success Managers that operate in a fast-paced environment where new and innovative ideas to drive customer success are always welcome.

You will assist in shaping the long-term strategy for our Strategic CS organization and be accountable for the performance and expansion of SambaNova’s largest customers. The ideal candidate will have experience driving wall-to-wall adoption of AI, SaaS, or cloud products for enterprise customers. Additionally, candidates should have an action mindset, be excited by the idea of quickly scaling globally, and thrive in a fast-moving company that is focused on customer success.

This individual will be responsible for:

  • Drive customer renewal and expansion of existing customer base by retaining and growing annual recurring revenue
  • Become an advocate and expert of SambaNova’s products and services
  • Nurture and grow customer relationships to attain best-in-class performance and value of SambaNova’s products by driving to customer goals and increasing product utilization
  • Discover and highlight new use cases or professional services opportunities to further drive expansion
  • Utilize our CSM engagement model to develop a nuanced understanding of key drivers for customer success and value of assigned accounts.
  • Partner with go-to-market business development managers and leaders to design journeys for different industries and geographies and build operational processes to scale and optimize
  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
  • Be a positive force in preserving a strong team culture during a period of rapid growth and driving high levels of employee experience

Basic Qualifications

  • Education requirement - Bachelor's Degree
  • Minimum of 10+ years of total professional experience
  • Fluent in Japanese and English

Additional Required Qualifications

  • Experience in Customer Success and account management with a minimum of 5+ years of growing assigned accounts
  • Proven track record of driving customer renewal and expansion of a minimum of 5 million+ per year utilizing upsell and cross-sell techniques
  • Practiced knowledge utilizing CSM engagement models that not only deliver strong customer outcomes but exceptional experiences that drive customer value
  • Skilled at designing and implementing processes and systems that are scalable, repeatable, visible, and measurable; continuously utilize current data to improve performance
  • Effective at setting goals, tracking success metrics, and understanding how to leverage data to optimize strategy and execution
  • Partners effectively with internal teams to deliver seamless customer experiences and provides Voice of the Customer feedback to help improve SambaNova’s products and services
  • Capable of generating new and innovative approaches to problems to achieve desired results and deliver exceptional customer experiences.
  • Ability to travel as needed

Preferred Qualifications

  • Experience working in a high-growth startup
  • A team player who demonstrates humility
  • Action-oriented with a focus on speed and results
  • Ability to thrive in a no-boundaries culture and make an impact on innovation


Submission Guidelines

Please note that in order to be considered an applicant for any position at SambaNova Systems you must submit an application form for each position for which you believe you are qualified.

If you are a new, recent (within the last two years), or upcoming college graduate and are interested in opportunities with SambaNova Systems, please apply through our University job listings.

EEO Policy

SambaNova Systems is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard basis of age (40 and over), color, disability, gender identity, genetic information, marital status, military or veteran status, national origin/ancestry, race, religion, creed, sex (including pregnancy, childbirth, breastfeeding), sexual orientation, and any other applicable status protected by federal, state, or local laws.

Customers turn to SambaNova to quickly deploy state-of-the-art AI capabilities to meet the demands of the AI-enabled world. Our purpose-built enterprise-scale AI platform is the technology backbone for the next generation of AI computing. We enable customers to unlock the valuable business insights trapped in their data. Our flagship offering, SambaNova Suite™, provides the most accurate generative AI models, optimized for enterprise and government organizations, deployed on-premises or in the cloud, and adapted with an organization’s data for greater accuracy