Customer Success Manager - Enterprise

At HumanSignal, we’re building the platform that powers the creation, curation, and evaluation of that data. From fine-tuning foundation models to validating agent behaviors in production, our tools are used by leading AI teams to ensure models are grounded in real-world signal, not noise.

Our open-source product, Label Studio, has become the de facto standard for labeling and evaluating data across modalities — from text and images to time series and agents-in-environments. With over 250,000 users and hundreds of millions of labeled samples, it’s the most widely adopted OSS solution for teams working on building AI systems. 

• 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.

• 5+ years in customer-facing technical roles, such as Customer Success, Solutions Engineering, or Technical Account Management, with at least 3 years managing customer relationships.
• 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.
• Hands-on experience working with data labeling or annotation platforms, and an understanding of how they tie into ML workflows.
• Direct experience as a data scientist, ML engineer, or MLOps practitioner - or in a customer-facing role serving that audience.
• 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.

• 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, Technical, and Product/Marketing peers to craft Joint Success Plans for customers.

• 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.

• 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.

• 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!

While our community and customers enjoy our products, we understand it is our team who make that possible. That is why we want to support you in doing your best work. To explore more about our team please visit the about our team page.

We welcome applicants from all backgrounds, even if you do not meet 100% of the listed criteria. Please include a resume or LinkedIn profile, a cover letter expanding on your background and interest in HumanSignal is appreciated but not required.

HumanSignal is proud to be an Equal Opportunity Employer. We are committed to building an organization that welcomes diverse backgrounds and lifestyles. Our goal is to create an inclusive work environment that is equitable and where everyone feels they belong. We foster open and transparent communication and a workplace where discrimination and harassment are not tolerated. If you need any accommodations or assistance to make your interviews more accessible please do not hesitate to reach out to us.

We do not discriminate against employees or applicants based on gender identity or expression, sexual orientation, religion, age, race, military/veteran status, citizenship, pregnancy status, or any other differences.

We are hiring for this role across North America. Base Salary is targeted for $127,000 – $152,000 USD (based on experience and skills). This role also qualifies for variable compensation; anticipated On-Target Earnings are $158,000 – $190,000 USD. Final offer details are determined by several factors including candidate experience, expertise as well as applicable industry knowledge, and may vary from the pay ranges listed above. We also offer stock options, comprehensive health benefits, and a strong team culture rooted in transparency and collaboration. Join us!