Enterprise Customer Success Manager

<h1 style="text-align: center;"><span style="color: rgb(126, 140, 141); font-family: tahoma, arial, helvetica, sans-serif;">&nbsp; Enterprise Customer Success Manager</span></h1> <p style="text-align: center;">&nbsp;</p> <p style="text-align: center;"><span style="color: rgb(126, 140, 141); font-family: tahoma, arial, helvetica, sans-serif;"><em>&nbsp;&nbsp;Prolific</em></span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">Prolific is not just another player in the AI space — we are the architects of the human data infrastructure that is reshaping the landscape of AI development. In a world where foundational AI technologies are increasingly commoditized, it's the quality and diversity of human-generated data that truly differentiates products and models. Our Sales and Success team works with a broad range of enterprises and emerging AI labs to power their most critical data and model development initiatives.</span></p> <p>&nbsp;</p> <p style="text-align: center;"><span style="color: rgb(126, 140, 141); font-family: tahoma, arial, helvetica, sans-serif;"><em>The role</em></span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">As an Enterprise Customer Success Manager, you will partner with a diverse book of enterprise customers — from large organizations building their own ML pipelines and AI agents to smaller AI labs scaling their research programs — ensuring they achieve meaningful, lasting value through our human data offerings. In this role, you will drive adoption, consumption, and expansion through a land-and-expand motion, acting as a trusted advisor across research, program management, and business stakeholders. You will own the end-to-end success lifecycle, guiding customers from onboarding to maturity, expansion, renewal, and advocacy while collaborating with your counterparts on Prolific's Services, Support, Sales, Solutions Engineering, Product, Marketing, and other teams.</span></p> <p style="text-align: center;">&nbsp;</p> <p style="text-align: center;"><span style="font-family: tahoma, arial, helvetica, sans-serif;"><em><span style="color: rgb(126, 140, 141);">What you’ll bring to the role</span></em></span></p> <ul> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">4+ years in a customer-facing enterprise customer success (and/or leadership) role, ideally in a business where value is aligned with increased consumption</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Experience developing success plans and coordinating cross-functional resources to drive positive outcomes with customers</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Operational rigor and experience managing a larger book of business — tracking health signals, forecasting consumption, and identifying expansion opportunities at scale</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Demonstrated success navigating mid-to-large organizations, driving adoption and expansion, and building strong stakeholder relationships</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Strong business acumen with the ability to interface with technical and business stakeholders (engineers, data scientists, ML leads, and program owners)</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Fundamental understanding of AI, machine learning, LLMs, or agent frameworks — enough to speak credibly about enterprise use cases and value levers</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">A collaborative, growth-oriented mindset and desire to contribute ideas, best practices, and energy to an innovative, fast-moving team</span></li> </ul> <p style="text-align: center;">&nbsp;</p> <p style="text-align: center;"><span style="font-family: tahoma, arial, helvetica, sans-serif; color: rgb(126, 140, 141);"><em>What you’ll be doing in the role&nbsp;</em></span></p> <ul> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Managing a portfolio of enterprise accounts across companies building internal ML/AI capabilities and smaller AI labs, driving value realization and consumption growth</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Executing a land-and-expand motion — partnering with Sales to identify expansion opportunities within accounts and growing Prolific's footprint over time</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Serving as a trusted advisor—translating customer objectives into actionable strategies leveraging Prolific's platform and services</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Leading business reviews and stakeholder engagements, building strong relationships that support renewal and advocacy</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Contributing to the continuous improvement of success playbooks, processes, and customer-facing resources tailored to enterprise and mid-market workflows</span></li> <li style="font-family: tahoma, arial, helvetica, sans-serif;"><span style="font-family: tahoma, arial, helvetica, sans-serif;">Spending time face-to-face with customers and peers in the San Francisco office—collaborating, learning, and growing together in service of shared outcomes</span></li> </ul> <p style="text-align: center;">&nbsp;</p> <p style="text-align: center;"><span style="color: rgb(126, 140, 141); font-family: tahoma, arial, helvetica, sans-serif;"><em>Why Prolific is a great place to work</em></span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">We've built a unique platform that connects researchers and companies with a global pool of participants, enabling the collection of high-quality, ethically sourced human behavioral data and feedback. This data is the cornerstone of developing more accurate, nuanced, and aligned AI systems.</span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">We believe that the next leap in AI capabilities won't come solely from scaling existing models but from integrating diverse human perspectives and behaviors into AI development. By providing this crucial human data infrastructure, Prolific is positioning itself at the forefront of the next wave of AI innovation—one that reflects the breadth and the best of humanity.</span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">Working for us will place you at the forefront of AI innovation, providing access to our unique human data platform and opportunities for groundbreaking research. Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture.</span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">Join us to enjoy a competitive salary, benefits, and remote working within our impactful, mission-driven culture. At Prolific, our compensation packages for eligible roles include base salary, equity, and benefits. Many roles also include the opportunity to earn a cash variable element, such as a bonus or commission. Each job posting shows a salary range that reflects the minimum and maximum target for new hires, based on the role’s location as well as your skills, experience, and relevant education or training. You can check the job posting’s subtitle to see where the position is based. Your recruiter will also be happy to share the specific salary range for your preferred location during the hiring process. </span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">For pay transparency, the base salary range for this full-time role in San Francisco or New York is $180,000 - $240,000 annually.</span></p> <p>&nbsp;</p> <p style="text-align: center;"><span style="color: rgb(126, 140, 141); font-family: tahoma, arial, helvetica, sans-serif;"><em>Links to more information on Prolific</em></span></p> <p style="text-align: center;"><span style="font-family: tahoma, arial, helvetica, sans-serif;"><a href="https://www.notion.so/prolific/dbc97f2b3ff24f1bb6fa834a2c9c3283?v=4f874e88e46a4f54afd8bf62f1db19ed&amp;p=9f2c1de05dfa43338d48c20362bfead1&amp;pm=c">Benefits&nbsp;</a></span></p> <p style="text-align: center;"><span style="font-family: tahoma, arial, helvetica, sans-serif;"><a href="https://www.notion.so/prolific/dbc97f2b3ff24f1bb6fa834a2c9c3283?v=4f874e88e46a4f54afd8bf62f1db19ed">External Handbook</a>&nbsp;</span></p> <p style="text-align: center;"><span style="font-family: tahoma, arial, helvetica, sans-serif;"><a href="https://www.prolific.com/">Website&nbsp;</a></span></p> <p style="text-align: center;"><span style="font-family: tahoma, arial, helvetica, sans-serif;"><a href="https://www.youtube.com/@JoinProlific">Youtube</a>&nbsp;</span></p> <p>&nbsp;</p> <p style="text-align: center;"><span style="color: rgb(126, 140, 141); font-family: tahoma, arial, helvetica, sans-serif;"><em>Privacy Statement</em></span></p> <p><span style="font-family: tahoma, arial, helvetica, sans-serif;">By submitting your application, you agree that Prolific may collect your personal data for recruiting and global organization planning. Prolific's <a href="https://www.notion.so/prolific/Policy-Privacy-Notice-for-Candidates-f94a136a67544388b4888bc436451b57">Candidate Privacy Notice</a> explains what personal information Prolific may process, where Prolific may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Prolific use of your personal information.</span></p> <h1 style="text-align: center;"><span style="font-family: tahoma, arial, helvetica, sans-serif;"><br><br></span></h1> <p>&nbsp;</p>