Customer Success Manager, Gov - Washington, DC

About the Team

Our Customer Success team at OpenAI is dedicated to partnering with our customers to realize mission impact through deployment of OpenAI's offerings. Customer Success Managers collaborate closely with Sales, Technical Success, and Product teams to deliver exceptional AI experiences and measurable results. As a Customer Success Manager focused on our public sector customers, you'll help government entities transform their operations and missions by adopting capabilities that make use of our newest, most exciting models to support public servants, service members and leaders.

About the Company

OpenAI's mission is to build and ensure that safe artificial general intelligence (AGI) benefits all of humanity. This long-term undertaking brings together the world's best scientists, engineers, and business professionals to accomplish this.

About the Role

We are looking for a seasoned Customer Success Manager to work with our largest, most complex, and innovative government customers. You are crucial to the success of our public sector customers and will be instrumental in driving adoption, consumption and value of OpenAI's offerings, ultimately responsible for understanding the unique needs of public sector customers and delivering an excellent customer experience. Success will be measured by customer activation and adoption, ongoing value realization, and customer satisfaction.

The ideal candidate for this role will have a successful track record of managing and growing government customer relationships, managing government programs, projects and deployments, delivering strategic advice, and driving customer success. You will lead a cross-functional partnership across your named customers and identify new ways our platform can help them achieve their missions.

This is a high-trust, high-autonomy role. Success requires deep program management expertise, executive presence, and a passion for making novel technology deliver real-world value.

This role will be in Washington D.C. and travel to and working from customer sites is required for this role.

In this role, you will:

• Advise and partner with government organizations to drive AI adoption and transformation with OpenAI's offerings.

• Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.

• Deliver exceptional customer outcomes, as demonstrated by production customer deployments, increased adoption, and customer satisfaction.

• Define and manage onboarding and deployment projects for government entities across multiple OpenAI products to ensure seamless adoption and measurable success.

• Build and maintain strong relationships with key public sector customer stakeholders

• Codify technical and AI adoption best practices, playbooks, guides, and FAQs specifically tailored to government customers based on interactions with public sector stakeholders.

• Be an AI thought leader with customers and pair this with deep industry specific expertise to help drive this transformative technology. Work as an internal leader to share and scale those insights and frameworks to the CS team.

• Gather and relay public sector customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.

• Collaborate closely with the Sales team to ensure seamless handoffs.

• Foster customer advocacy and facilitate customer testimonials and case studies.

• Be confident and comfortable in public speaking about the power and ability for AI to positively change and impact the mission of government and the experience of its constituency.

You'll thrive in this role if you:

• Have 6+ years of experience in customer-facing roles, engaging C-level technical audiences with complex global organizations.

• Have led complex implementations of Generative AI/traditional ML solutions and can drive measurable business outcomes.

• Expertly communicate technical concepts to customers and internal stakeholders

• Possess a deep understanding of public sector entities, including their missions, organizational structures, operations, and decision-making processes, to effectively address their unique needs and priorities

• Exceptional presentation and communication skills, particularly when engaging with executives and leaders.

• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.

• Operate with high horsepower, have strong problem-solving skills, are adept at frequent context switching, effectively manage working on multiple projects at once with expansive ownership, and ruthlessly prioritize.

• Have a solid track record of delivering and scaling an exceptional customer experience.

• Are personally committed to fostering the safe and ethical evolution of AI.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.

We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.

For additional information, please see OpenAI's Affirmative Action and Equal Employment Opportunity Policy Statement.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made via this link.

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At OpenAI, we believe artificial intelligence has the potential to help people solve immense global challenges, and we want the upside of AI to be widely shared. Join us in shaping the future of technology.

Compensation Range: $216K