Job ID: JOB_ID_109
Role Overview
Nitya Software Solutions is seeking a highly strategic and results-oriented Customer Success Lead to spearhead user adoption and long-term success for our cutting-edge internal AI/ML platform. In this pivotal role, you will bridge the gap between complex technical capabilities and business value, ensuring that teams across the organization can effectively leverage artificial intelligence and machine learning to drive innovation. As the primary advocate for our internal users, you will lead go-to-market (GTM) initiatives, design comprehensive enablement programs, and facilitate the seamless onboarding of diverse use cases. This position requires a unique blend of technical literacy in the AI/ML domain and exceptional relationship management skills to foster a thriving community of data scientists, analysts, and business stakeholders.
Key Responsibilities
- Go-to-Market & User Enablement: Develop and execute robust GTM strategies for new platform features. You will create awareness campaigns that highlight the competitive advantages of our AI/ML tools and design onboarding journeys that minimize friction for new teams, accelerating their time-to-value.
- Training & Education: Design and deliver multi-tiered training programs tailored to different user personas. This includes conducting hands-on workshops, webinars, and building role-based learning paths. You will also establish a ‘train-the-trainer’ network to scale knowledge through internal champions.
- Documentation & Content Strategy: Oversee the creation of high-quality, user-centric documentation. This encompasses everything from API references and getting started guides to video tutorials and solution playbooks for common AI/ML scenarios.
- Use Case Onboarding: Act as a consultant for new teams, assessing their specific requirements and matching them with the appropriate platform capabilities. You will provide hands-on support during initial implementations to ensure successful model deployment and monitoring.
- Customer Advocacy: Systematically gather user feedback and pain points to represent the ‘voice of the customer’ in product roadmap discussions. You will conduct regular satisfaction surveys and celebrate user wins to build a sense of community.
Required Qualifications
- Minimum of 4+ years of experience in Customer Success, Technical Account Management, or User Enablement, specifically within the SaaS or technical platform space.
- Strong foundational knowledge of AI/ML concepts, including data preparation, model training, and MLOps lifecycles.
- Proven track record of driving adoption for complex technical tools among diverse audiences.
- Exceptional communication and presentation skills, with the ability to simplify complex technical jargon for non-technical stakeholders.
- Experience in instructional design and curriculum development for technical training.
Preferred Skills
- Background in Data Science, Analytics, or Software Engineering.
- Experience working within highly regulated industries such as Finance or Healthcare.
- Familiarity with Learning Management Systems (LMS) and community management platforms.
Special Requirements
Hybrid role in Charlotte, NC. Domain: AI/ML Platform.
Compensation & Location
Salary: $145,000 – $195,000 per year (Estimated)
Location: Charlotte, NC
Recruiter / Company – Contact Information
Recruiter / Employer: Nitya Software Solutions Inc
Email: vinay.y@nityainc.com
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