Customer Success Technical Success Manager Massachusetts, US - Remote

Overview

Data Robot delivers AI that maximizes impact and minimizes business risk. Our platform and applications integrate into core business processes so teams can develop, deliver, and govern AI aRobot empowers practitioners to deliver predictive and generative AI, and enables leaders to secure their AI assets. Organizations worldwide rely on Data Robot for AI that makes sense for their business — today and in the future.

The Technical Success Manager is a post-sales technical expert responsible for driving adoption, consumption, and measurable outcomes from deployed GenAI applications. Technical Success Managers serve as the technical bridge between developers and Data Robot’s platform, ensuring customers maximize value from using Data Robot. They work closely with Account Owner, Engagement Directors, and Professional Services teams to accelerate time-to-value, support expansion motions, and reduce churn risk through continuous enablement and use case optimization.

• Accelerate Onboarding & Initial Application Adoption:
  Guide customers through first-use milestones by enabling key personas, resolving blockers, and ensuring consumption of initial apps deployed during onboarding.
• Drive Ongoing Consumption:
  Monitor usage, identify underutilized apps / stalled users, and engage with customers to increase activation and business impact.
• Customer Health Monitoring:
  Actively track product usage, satisfaction, and success milestones to surface risk early and coordinate mitigation plans.
• Technical Advocacy & Solution Feedback:
  Act as the voice of the customer to Data Robot’s product and engineering teams, channeling technical requirements, gaps, and enhancement requests.
• Accelerate Initial Group Learning Adoption:
  Facilitate onboarding workshops and training sessions for multiple user groups, enabling key personas to reach first-use milestones and overcome common blockers.
• Technical Enablement & Training:
  Deliver targeted, scalable enablement sessions and create reusable knowledge-sharing materials designed for diverse audiences across accounts.
• Use Case Value Realization:
  Collaborate with Engagement Directors to ensure learning initiatives align with business goals and capture feedback and outcomes for executive reviews.

• Familiarity with AI platforms, application lifecycle management, or data-centric solution delivery
• AI Engineering to include GenAI application development, prompt engineering, and knowledge of LLMs
• Strong presentation and communication skills, with the ability to engage both business users and technical stakeholders
• Proven ability to translate complex technical functionality into measurable business outcomes
• Experience supporting product adoption, managing customer success plans, and driving technical consumption
• Working knowledge of AI/ML concepts (model deployment, inference, fine-tuning)
• Understanding of GenAI application architectures and LLM implementations
• Familiarity with cloud infrastructure (AWS/Azure/GCP) and deployment patterns
• Comfortable reading code/logs to diagnose technical issues

• 5+ years of experience in technical customer-facing roles (e.g., Solution Engineer, AI Engineer, Technical CSM, App Developer) in SaaS or enterprise software
• Bachelor's degree in a technical, business, or related field (or equivalent practical experience); advanced degree a plus

The talent and dedication of our employees are at the core of Data Robot’s journey to be an iconic company. We strive to attract and retain the best talent by providing competitive pay and benefits with our employees’ well-being at the core. Here’s what your benefits package may include depending on your location and local legal requirements:
Medical, Dental & Vision Insurance, Flexible Time Off Program, Paid Holidays, Paid Parental Leave, Global Employee Assistance Program (EAP) and more!

• Wow Our Customers
• Set High Standards
• Be Better Than Yesterday
• Be Rigorous
• Assume Positive Intent
• Have the Tough Conversations
• Be Better Together
• Debate, Decide, Commit
• Deliver Results
• Over communicate

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