Customer Success Engineer
Company: Abacus.AI
Location: Remote / (US EST Timezone)
Type: Full-time
About Abacus.AI:
Abacus.AI is an enterprise AI platform that transforms how businesses build and deploy AI systems. Our platform automates AI development through advanced generative AI technology, eliminating the need for extensive technical expertise.
Our core offerings include ChatLLM Teams with access to leading AI models, DeepAgent for autonomous task execution, and customizable AI agents for chatbots, workflows, and enterprise automation. We also contribute to the AI community through LiveBench.ai benchmarking and open-source projects like Dracarys and Smaug.
We make sophisticated AI and machine learning capabilities accessible to organizations regardless of size or technical resources.
Role Overview:
We’re looking for a Senior Customer Success Engineer (5+ years experience) to serve as the primary technical advocate and strategic partner for our enterprise customers. In this role, you will be responsible for the long-term health of the account, ensuring that our AI solutions are successfully integrated into the customer’s daily workflows and continue to deliver high-level business value.
Key Responsibilities:
- Lead Executive & Technical QBRs: Drive Quarterly Business Reviews to showcase ROI, review usage metrics, and align our product roadmap with the customer’s evolving business goals.
- Drive Super Assistant Rollout: Act as the strategic lead for deploying our Super Assistant across customer teams, providing hands-on guidance on best practices, user enablement, and change management to ensure broad adoption.
- Proactive Health & Issue Monitoring: Continuously monitor account health to identify ongoing technical friction or blockers; collaborate with our internal Data Science and Support teams to resolve issues before they impact the customer experience.
- Technical Bridge & Orchestration: Serve as the high-level technical point of contact who translates customer needs into actionable tasks for our DS team, ensuring that the actual technical execution remains aligned with the customer's strategic vision.
- Expansion Discovery: Partner with the Sales team to identify new use cases for our AI capabilities, helping customers expand their footprint and see deeper value from the Abacus platform.
Required Qualifications:
- Strategic Technical Communication: Exceptional ability to bridge the gap between technical and non-technical stakeholders; you can explain LLM performance or RAG architecture to an executive just as easily as you can discuss API integration with a developer.
- Generative AI & LLM Literacy: Solid understanding of the GenAI landscape, including Hands-on experience with Prompt Engineering, RAG (Retrieval-Augmented Generation) architectures, and the nuances of deploying LLMs in a corporate environment.
- Functional Machine Learning Knowledge: A strong conceptual grasp of the ML lifecycle from data prep, model training, and evaluation metrics allowing you to collaborate effectively with internal Data Science teams and guide customers through technical deployment.
- Program & Rollout Management: Proven track record of managing technical software rollouts (like an AI "Super Assistant") within large organizations, focusing on user adoption, monitoring ongoing health, and steering account progress through QBRs.
What We Offer:
- Competitive salary and equity package
- Opportunity to work with cutting-edge AI technology
- Collaborative and innovative work environment
- Professional development and learning opportunities