Customer Success Manager, EDU

About the team

Our Customer Success team at OpenAI is dedicated to partnering with our customers and their people to embrace AI through the adoption of our AI products. OpenAI's customers represent a range of diverse backgrounds and maturity, from early-stage startups, to established enterprises, and to education institutions all over the world. We see every interaction is an opportunity to inspire and accelerate a company or a person on their AI journey.

About the role

We recently launched ChatGPT Edu—a tool designed to support students, faculty, and researchers in higher education. We are looking for a Customer Success Manager to collaborate directly with our Education customers: Higher Education institutions and K-12 school districts as they adopt ChatGPT Edu. The EDU CSM will be responsible for helping build Education AI Use Cases, manage technical training sessions, and ensure high engagement from administrators, faculty, and students. 

You are crucial to the success of these educational institutions and will be instrumental in driving adoption and value of our products, ultimately responsible for understanding our customer’s needs and delivering an excellent experience. You’ll also represent OpenAI as a thought leader in AI for education, and partner with researchers, engineers, and customers to help drive the adoption of AI. 

This role is based in NYC. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees.

In this role, you will:

• Deliver an exceptional experience to our educational institutional customers.
• Develop and nurture strong customer relationships to understand their business goals and needs.
• Implement and run user training and enablement sessions with a “train the trainer” model to enable scale.
• Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.
• Codify best practices, guides, and FAQs based on interactions with customers.
• Gather and relay customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.
• Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.
• Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.
• Foster customer advocacy and facilitate customer testimonials and case studies.

You’ll thrive in this role if you:

• Have 7+ years of experience in a customer success (or similar) role, managing relationships with large, global, and complex organizations, preferably working with a technical enterprise product.
• Have experience working in the Education industry, specifically deploying software into education institutions 
• Are scrappy and intense. You have entrepreneurial experiences, and are comfortable building new initiatives from scratch. 
• Have a solid track record of delivering and scaling an exceptional customer experience.
• Possess strong presentation and communication skills, particularly when engaging with executives and leaders.
• Can proactively identify pain points in the product and with our customers.
• 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.
• 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 do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or any other legally protected status. 

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