Manager, Customer Success Machine Learning Engineers - US (Remote)
Weights & Biases
Software Engineering, Customer Service, Sales & Business Development
New York, NY, USA
Posted on Tuesday, February 6, 2024
At Weights & Biases, our mission is to build the best developer tools for machine learning. Weights & Biases is a series C company with $250 million in funding and a rapidly growing user base. Our platform is an essential piece of the daily work for machine learning engineers, from academic research institutions like FAIR and UC Berkeley to massive enterprise teams including iRobot, OpenAI, Toyota Research Institute, Samsung, NVIDIA, Salesforce, Blue Cross Blue Shield, Lyft, and more.
As the Manager of Customer Success Machine Learning Engineers, you will play a pivotal role in leading and managing our global team of Success Machine Learning Engineers. Reporting directly to the VP of Customer Success, you will be responsible for developing and executing strategies to enhance the success of our customers in utilizing our ML tools. This role involves collaborating with the most sophisticated ML teams across various industries, ensuring the seamless integration of our tools into their workflows.
The team you will be leading is a team of senior machine learning engineers that are working with customers to help them be successful with Weights and Biases. The type of activities this team is responsible for can be divided into two specializations: 1. Pre-sales specialization which primarily includes technical qualification and discovery, technical demonstration of the product, and ensuring conversion of prospect to customer relationship through successful execution of proof of concepts. 2. Post-sales specialization which primarily includes customer onboarding and adoption of W&B into customer workflows.
As the leader of this team, a high proficiency in technical engagements with customers, specifically in Machine Learning Engineering and MLOps, is essential. Depending on your background and suitability, you will be tasked with creating efficient processes and enablement content to support either the pre-sales or post-sales specialist team.
Your responsibilities include driving career growth for the team and hiring strong performers to ensure the successful outcomes your team is accountable for. This role is highly visible and influential, both within the organization in terms of driving product roadmap, as well as senior customer executives to build strong thought leadership and partnership with W&B. The ideal candidate should be comfortable with executive communication, presentation, and cross-team collaboration.
- Lead and manage a global team of senior machine learning engineers - including building hiring plans, career growth plans, individual and team-level coaching
- Build processes and enablement content for the team so that they can effectively drive customer outcomes, either in the pre-sales specialization (i.e technical demonstration, prospect qualification, and proof of value execution), or post-sales specialization (i.e. customer onboarding, driving adoption and maximizing value for the customer, professional services etc.)
- Be the voice of the customer, who are some of the most sophisticated ML engineers in the world, within W&B and influence product/R&D roadmap through aggregated product feedback collected by the team from different prospects and customers
- Build a staffing model to support customer-facing requests as well as various cross-functional requests such as presenting in events, webinars, product marketing content generation, partnerships, delivering training etc.
- Participate with other customer-facing teams to drive efficient forecasting of revenue indicators
- 5+ years of relevant experience in machine learning engineering or a similar role.
- 1-3 years of managing a team of machine learning engineers, data scientists or a similar role; Strong plus if the team was customer-facing
- 2-3 years of experience in customer-facing roles such as solution engineers, consulting, sales engineering etc. or experience as an ML educator and/or conducting customer training sessions, product demos, and workshops at a SaaS company
- Strong proficiency in Python and experience with TensorFlow/Keras, PyTorch Lightning, and other relevant ML packages.
- Excellent communication and presentation skills, both written and verbal.
- Experience with cloud platforms (AWS, GCP, Azure) and Linux/Unix.
- Strong Plus: Proficiency with additional ML packages (HuggingFace, Fastai, scikit-learn, XGBoost, LightGBM, Ray).
- Strong Plus: Experience with MLOps and Cloud tools.
Why join us?
- You will be leading a team of pretty experienced ML engineers and both you and your team will be interacting with some of the most sophisticated ML and MLOps experts in the world
- Top-tier machine learning teams rely on our tools for their daily work at companies including OpenAI, Toyota Research Institute, Lyft, Samsung, and Pandora.
- You'll never stop learning. This role gives you first-hand experience talking with leading researchers in the field, understanding their problems, and directly shaping the product direction.
- Our experienced founding team has successfully built and sold ML tools in the past at Figure Eight, and their deep knowledge of our industry, empathy for our users, and skillful management is driving W&B to success.
- Customers genuinely benefit from our tool. Here's a quote from Wojciech Zaremba, Cofounder and Robotics Lead, OpenAI: "W&B allows to scale up insights from a single researcher to the entire team, and from a single machine to hundreds of them."
- 🏝️ Flexible time off
- 🩺 Medical, Dental, and Vision for employees and Family Coverage
- 🏠 Remote first culture with in-office flexibility in San Francisco
- 💵 Home office budget with a new high-powered laptop
- 🥇 Truly competitive salary and equity
- 🚼 12 weeks of Parental leave (U.S. specific)
- 📈 401(k) (U.S. specific)
- Supplemental benefits may be available depending on your location
- Explore benefits by country
We encourage you to apply even if your experience doesn't perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will flourish with us. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you need additional accommodations to feel comfortable during your interview process, reach out at firstname.lastname@example.org.