Customer Success Specialist

The role

You will lead a customer success motion to help customers adopt, expand, and renew. You will work with Revenue, Product, Engineering, and Support teams to create repeatable success systems.

What you will do

• Own customer health, adoption, gross retention, expansion influence, renewal readiness, and executive relationship quality.
• Build scalable CS operating rhythms including onboarding, success planning, EBRs, health scoring, renewal forecasting, escalation management, and expansion handoffs.
• Partner with Sales leadership to create a post-sale commercial motion.
• Work with Product and Engineering to translate customer patterns into roadmap feedback and product improvements.
• Create a proactive, technically curious, and accountable customer success culture.
• Inspect at-risk accounts and coach customer-facing teams through difficult situations.
• Develop repeatable playbooks for technical onboarding, use-case expansion, executive engagement, renewal preparation, and adoption acceleration.

Required qualifications

• 5-7 years in customer success, account management, technical account management, or post-sales leadership.
• Experience leading CS motions for technical, enterprise, or consumption-based products.
• Strong understanding of retention, expansion, adoption, health scoring, renewal forecasting, and executive stakeholder management.
• Ability to operate strategically while staying close to customers, account details, and team execution.
• Experience working cross-functionally with Sales, Product, Engineering, Support, Marketing, and Revenue Operations.
• Strong communication and executive presence with customers and internal leadership.
• Comfort building systems from scratch in a company that is scaling quickly.

Nice to have

• Experience in AI, cloud infrastructure, developer platforms, MLOps, data infrastructure, or enterprise SaaS.
• Experience with usage-based revenue, cloud consumption, or complex technical onboarding.
• Experience building a CS function through a high-growth stage.
• Familiarity with ML teams, research organizations, platform engineering teams, or infrastructure buying centers.

Benefits

• Medical, dental, and vision coverage
• Meaningful Equity (RSUs)
• 401(k) matching (U.S.) and pension contributions (U.K.)
• Unlimited PTO, company holidays, and floating holidays
• Paid Parental & Family Leave
• Annual learning and development allowance
• Wellness and work-from-home stipends
• Four weeks of paid sabbatical leave after four years of service
• Flexible schedules and a hybrid work model
• Complimentary meals at office hubs

About the company

Lightning AI is the company behind PyTorch Lightning. They build an end-to-end platform for developing, training, and deploying AI systems.