Customer Success Lead

At Aden, artificial intelligence is not just a feature; it is the core driver of our infrastructure. We are seeking a deeply technical, highly analytical Applied AI Engineer to join our core engineering team. In this role, you will be responsible for bridging the gap between cutting-edge AI research and production-grade enterprise software. You will design, build, and deploy the intelligent systems that power our infrastructure, focusing on large language models (LLMs), autonomous agent frameworks, and advanced data pipelines. You will tackle some of the most complex challenges in the industry: ensuring consistent, highly accurate, and secure outputs from probabilistic models within a strictly regulated enterprise environment. If you are passionate about building robust AI systems that can independently parse complex data, reason through multi-step transactional logic, and execute actions flawlessly, this is the role for you.

Responsibilities

• Run customer implementation meetings, including kickoff and go live/training sessions
• Design and build Project Management guide, Initial Setup Guide, kickoff deck, and other needed resources for all customer implementations
• Collaborate cross functionally with Sales to scope one-time implementation fees and upsell opportunities and Solution Architects for onboarding alignment & project management
• Ensure continued customer and internal alignment with implementation plan, including time-management and change-fees if initial scope exceeded 
• Design customer health check / check in process
• Manage annual renewal process

Experience

• 5+ years in customer-facing roles, 3+ in similar CSM or implementation roles leading customer projects
• Strong communication, collaboration, negotiation, conflict resolution, and presentation skills. Proven experience engaging customers
• Project management, SOW development and tracking, billable utilization management
• Expertise in building and streamlining processes, especially cross functionally and for software implementations
• Collaboration with Sales, Product, and Engineering to drive customer impact + growth

Personal Characteristics

• Process-driven. You’re a systems-level thinker and can build and streamline processes
• Ownership mentality. You take initiative and responsibility; love accountability + growth
• Communicator. You’re an excellent communicator: clear, concise, and compelling
• Problem Solver. You think critically and creatively to solve customers’ problems
• Adaptable. You’re self-sufficient, self-aware, resourceful; bring structure to ambiguity
• Curious. You have a growth mindset and spirit of experimentation, a lifelong learner
• Entrepreneurial. You thrive in a nimble, lean, unstructured, fast-paced startup

Compensation

• Competitive compensation, including company-performance-based bonuses
• Shared company vehicle 
• Daily lunches covered  
• Medical, dental and vision healthcare coverage
• Play a critical role in a high growth business in a dynamic industry