Customer Success Manager

About fal:

fal is building the future of AI-powered media by offering best-in-class infrastructure that empowers developers, creators, and companies to bring generative AI into the real world-fast, reliable, and at scale. Our mission is to make AI accessible and operational for every organization, enabling innovation across media, entertainment, design, and beyond.

We're a team of builders, dreamers, and technologists who believe AI should be as easy to deploy as it is powerful. Our customers include groundbreaking startups, creative agencies, and global enterprises who rely on fal to scale their generative AI capabilities in production.

About the Role:

We're looking for a Scaled Customer Success Manager to lead post-sales engagement across a large and dynamic portfolio of customers. You will help users onboard smoothly, realize immediate value, and scale their use of fal's platform through personalized support programs, targeted campaigns, and strategic outreach. As a trusted advisor, you'll play a critical role in shaping how our customers bring AI-powered experiences to life.

What You'll Do:

• Manage a high-volume, high-impact portfolio of customers across the Globe, ensuring adoption, satisfaction, and growth.

Lead onboarding initiatives and design tailored consultations to help customers integrate fal into their workflows.

• Develop and run data-driven outreach programs that drive adoption of fal's generative AI infrastructure at scale.

Collaborate closely with sales and product teams to ensure a unified, value-focused customer journey.

• Act as a product advocate-up-leveling customer knowledge, uncovering new use cases, and helping users get the most out of fal.

Identify customers at risk of churn or stagnation, and proactively intervene with customized success plans.

• Surface feedback and market insights that inform product development, feature prioritization, and roadmap decisions.

• Help shape the Customer Success foundation at fal, establishing scalable processes, playbooks, and success metrics.

What You'll Achieve:

• Enable companies to bring generative AI products to market faster and more efficiently using fal's platform.

• Drive product adoption and seat expansion across a wide variety of use cases in creative, enterprise, and developer segments.

• Influence how fal grows by working with customers and internal teams to iterate on success strategies and product experience.

• Elevate your skills by helping customers navigate emerging AI tech and scaling a success function in a fast-moving startup.

About You:

• 5+ years of experience in Customer Success, Account Management, or post-sales roles in a fast-paced SaaS or AI company.

• Proven ability to manage a large, diverse set of customers with varying needs and technical sophistication.

• Strong communication skills-you can clearly explain technical concepts to both developers and business stakeholders.

• Highly organized with experience in building and running scaled programs or automated success campaigns.

• Collaborative, resourceful, and energized by helping others succeed.

• Comfortable with ambiguity and excited by the opportunity to build from 0 to 1.

Bonus Points:

• Creative Technologist - Generative Media Focus - Blends a strong creative instinct with a deep passion for generative media, passionate about AI-driven image and video generation. Constantly exploring the intersection of art and technology.

• A Slack Ninja - Quick to reply, never misses a mention, and somehow remembers every thread, all while keeping tone professional and helpful. It's part communication, part prioritization, and a dash of magic.

• Previously built Customer Success playbooks or scaled CS motions at an early-stage startup.

• Experience with APIs, SDKs, or technical product onboarding.