Factored
AI, ML, Data, Staff Augmentation
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager at Factored. Skills: Customer Success Management, Enterprise Account Management, Client Relationship Management, Retention and Expansion Strategies. Manage the customer success of a portfolio of strategic, enterprise, and mid-market accounts, driving long-term client satisfaction and retention. Act as the internal owner of account health, ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards”
What You'll Achieve.
Driving customer satisfaction and retention; Supporting expansion across high-value accounts; Ensuring customers maximize the value of our AI and data engineering services; Mitigating churn risks; Identifying growth opportunities; Driving long-term client satisfaction and retention; Ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards; Driving net new revenue or revenue expansion from existing accounts; Proactively identify churn risks and expansion opportunities; Ensure teams are aligned with client expectations; Coordinate mitigation plans before they impact account health; Establish client connections; Providing data-driven insights, case studies, and strategic recommendations; Ensure measurable business impact; Fulfilling new won deals and executing renewals; Manage escalations effectively; Maintain accurate CRM data and reliable forecasting to support strategic decision-making
Industry & Context.
Proactive problem-solving skills
What They're Looking For.
Must Have
5+ years of experience in Customer Success, Account Management, or Client Partnerships within tech, staffing, or professional services, Experience managing strategic, enterprise, and mid-market accounts (ideally $1M+ in annual revenue), Experience working closely with engineering teams or technical stakeholders to support delivery outcomes, Proven track record of driving retention and expansion within existing accounts, Ability to manage complex stakeholder relationships and executive-level conversations, Excellent communication skills in English +C1 (written and verbal), High ownership mentality with proactive problem-solving and cross-functional collaboration skills
Nice to Have
engineer staff augmentation preferred, understanding of staff augmentation, AI, data, and/or software development environments, Data-driven mindset with experience using CRM tools (HubSpot, Salesforce, etc.), Strategic thinker with hands-on execution capability
What You'll Do.
Manage the customer success of a portfolio of strategic
and mid-market accounts
driving long-term client satisfaction and retention
Act as the internal owner of account health
ensuring continuous alignment between client expectations
and Factored delivery standards
Support Account Directors or Account Executives internally on delivery tasks to drive net new revenue or revenue expansion from existing accounts
Monitor customer health metrics and qualitative feedback to proactively identify churn risks and expansion opportunities
Maintain visibility into delivery health across accounts
including engineer ramp-up
and engagement signals
ensuring teams are aligned with client expectations
Partner with engineering leads and CTLs to identify early delivery risks and coordinate mitigation plans before they impact account health
Serve as the customer success point of contact for key stakeholders and engineering managers
collaborating closely with the Account Director or Account Executive to establish client connections
Support Account Director or Account Executive on Quarterly Business Reviews (QBRs)
providing data-driven insights
and strategic recommendations in collaboration with our engineers working with the client
Align client objectives with Factored’s delivery capabilities to ensure measurable business impact
Identify upsell and cross-sell opportunities in partnership with Account Directors and Account Executives
Support Account Director or Account Executive in fulfilling new won deals and executing renewals
Navigate complex stakeholder environments and manage escalations effectively
Collaborate cross-functionally (GTM Team
Finance) while maintaining accurate CRM data and reliable forecasting
Maintain accurate CRM data
account documentation
and reliable forecasting to support strategic decision-making
How You'll Work.
Team & Collaboration
Act as the internal owner of account health, ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards; Support Account Directors or Account Executives internally on delivery tasks; Partner with engineering leads and CTLs to identify early delivery risks and coordinate mitigation plans; Serve as the customer success point of contact for key stakeholders and engineering managers, collaborating closely with the Account Director or Account Executive; Support Account Director or Account Executive on Quarterly Business Reviews (QBRs); Identify upsell and cross-sell opportunities in partnership with Account Directors and Account Executives; Support Account Director or Account Executive in fulfilling new won deals and executing renewals; Collaborate cross-functionally (GTM Team, Delivery, Recruiting, Legal, Finance)
Communication Scope
Excellent communication skills in English +C1 (written and verbal)
Full Job Description
Fully remote | Complete engagement job Founded in Palo Alto by Dr. Andrew Ng and Israel Niezen, Factored helps U. S. companies build and scale world-class AI, ML, and Data teams, powered by the top 1% of LATAM talent, with a defining purpose: To empower brilliant humans, unleash their potential, and amplify their impact in the world. At Factored, you’ll be part of a community that values learning, ownership, and authenticity, where your growth is personal and your ideas matter. We’re transparent, curious, and collaborative. We strive for excellence, celebrate diversity, encourage curiosity, and build an environment where you can truly thrive. We are looking for a strategic, client-focused Customer Success Manager to support a portfolio of enterprise accounts at Factored. In this role, you will be responsible for driving customer satisfaction and retention, while supporting expansion across high-value accounts. You will act as a trusted advisor to our clients, ensuring they maximize the value of our AI and data engineering services while mitigating churn risks and identifying growth opportunities. This role requires strong executive presence, commercial acumen, and the ability to manage complex stakeholder environments. If you thrive in a fast-paced, high-impact environment and enjoy building long-term strategic partnerships, we’d love to meet you. Functional Responsibilities: Manage the customer success of a portfolio of strategic, enterprise, and mid-market accounts, driving long-term client satisfaction and retention. Act as the internal owner of account health, ensuring continuous alignment between client expectations, engineer performance, and Factored delivery standards. Support Account Directors or Account Executives internally on delivery tasks to drive net new revenue or revenue expansion from existing accounts. Monitor customer health metrics and qualitative feedback to proactively identify churn risks and expansion opportunities. Maintain visibility into d
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