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Customer Success Engineer



Customer Service, Sales & Business Development
Posted on Monday, February 12, 2024

Location: San Francisco Bay Area, New York or Remote

About Galileo

At Galileo, our mission is to make AI safe and available to all. Our roots lie in leading the creation of some of the world’s most widespread AI applications from Apple’s Siri to Google Speech. We believe that AI builders need well crafted tools to create trustworthy and high quality generative AI applications that will change how we work and live. In a few short years since its inception, Galileo is already used by Fortune 10 banks, Fortune 50 telecommunications companies, as well as AI teams at Reddit, Headspace Health and many others.

Role Description
As Galileo’s Customer Success Engineer, you will lead the post-sales lifecycle for a portfolio of enterprise customers. You'll be focused on building strong relationships and delivering successful outcomes. Within each account you will serve as a trusted advisor, helping customers drive adoption, move up the maturity curve, and derive business value from Galileo. Ultimately, your efforts will directly lead to project success, retention, renewal, and growth. Sitting at the intersection of sales, product management, engineering, and data science teams, few roles provide such a direct impact on the growth of the company.

In time, the Customer Success Engineer will proactively identify and enhance areas of improvement within the customer success path. This is a phenomenal opportunity for a customer-centric individual to join our customer success team and drive its strategy for the future.

Main Responsibilities

  • Build and develop customer relationships with senior leaders in business and IT to ultimately stay aligned with business outcomes and secure partnership in their transformation initiatives.
  • Identifying critical needs of our customers and mapping appropriate resources multi-functionally including product, engineering, data science, and co-founders.
  • Lead the new customer onboarding program and work with core Galileo engineering teams to ensure that customer requests and critical issues are resolved in a timely fashion.
  • Be a customer advocate as we establish our roadmap and influence features and improvements and actively support them through the product development pipeline via collaboration with the product team.
  • Partner closely with Sales Leaders, Account Executives, ML Research, Data Scientists, and other internal collaborators to identify new use cases and add-on opportunities for the account team
  • Identify and mitigate risk of churn with a well thought out account add-on strategy built in collaboration with Account Team.
  • Supervise customer health and adoption metrics, developing a comprehensive understanding of account health and overall status.
  • Become a domain expert on the Galileo product, and our position within the marketplace while also continuing to expand your knowledge of AI/ML industry trends.
  • Assist with the development and implementation of standard methodologies, processes, and tools to continually improve our Customer Success Program.
Minimum Qualifications
  • 2-3 years of experience as a data scientist working on applying ML algorithms. Experience with generative AI development is a huge plus.
  • 2+ years demonstrated ability working in a technical customer-facing role, e.g., technical account management, management consultant, pre-sales engineer or customer success.
  • Demonstrable ability to understand customer objectives, design solutions and identify expansion opportunities that align to value drivers within the account.
  • Experience running strategic projects or professional services engagements with a strong orientation towards teaching and enablement.
  • Consistent record of achieving targets and goals with a history of driving adoption and identifying risks to renewals, cross-selling and upselling.
  • Influential presence in front of customers, strong presentation and interpersonal skills and the desire to become the trusted advisor.
  • Skilled at coordinating resources to manage customer issues through a successful resolution.
  • B.S. degree in Computer Science, Engineering, or comparable degree/experience.
  • Travel up to 30% based on customer needs.

Preferred Qualifications

  • Previous experience working on machine learning projects or industry knowledge of standard technologies in the machine learning space.
  • Track record of collaboration across technical and sales teams to handle churn and grow retention rates within accounts.
  • Strong desire to help people solve problems with the ability to explain technical concepts to a broad audience and then influence internal and external partners
  • Ability to uncover customer struggles and apply Galileo’s resources to provide solutions.
  • Previous experience with financial services, manufacturing, retail, health and life sciences, or insurance is a plus
Why Galileo
  • This is an opportunity to join a seasoned founding team that has previously led product and engineering teams from 0 to $100M+ in revenue and from 0 to 1B+ users globally

  • We obsess over our team’s culture driven by inclusivity, empathy and curiosity

  • We invest in our team’s development and happiness because our employees are the keys to our success and ensuring happy customers – towards that end, we offer:

    • Flexible vacation/time-off policy

    • Best in class medical, vision and dental insurance

    • Annual wellness allowance for your mental or physical wellness needs

    • Parental leave for birthing or non-birthing parents – 100% pay for 8 weeks