About Nebius AI

Launched in November 2023, the Nebius AI platform provides high-end infrastructure and tools for training, fine-tuning and inference. Based in Europe with a global footprint we aspire to become the leading AI cloud for AI practitioners around the world.

Nebius is built around the talents of more than 500 highly skilled engineers with a proven track record in developing sophisticated cloud and ML solutions and designing cutting-edge hardware. This allows all the layers of the Nebius AI cloud – from hardware to UI – to be built in-house, clearly differentiating Nebius from the majority of specialized clouds: Nebius customers get a true hyperscaler-cloud experience tailored for AI practitioners.

As an NVIDIA preferred cloud service provider, Nebius offers the latest NVIDIA GPUs including H100, L40S, with H200 and Blackwell chips coming soon.

Nebius owns a data center in Finland, built from the ground up by the company’s R&D team. We are expanding our infrastructure and plan to add new colocation data centers in Europe and North America already this year, and to build several greenfield DCs in the near future.

Our Finnish data center is home to ISEG, the most powerful commercially available supercomputer in Europe and the 19th most powerful globally (Top 500 list, June 2024). It also epitomizes our commitment to sustainability, with energy efficiency levels significantly above the global average and an innovative system that recovers waste heat to warm 2,000 residential buildings in the nearby town of Mäntsälä.

Nebius is headquartered in Amsterdam, Netherlands, with R&D and commercial hubs across North America, Europe and Israel.

The role

We’re looking for a Customer Happiness Manager to work closely with sales, customer support, development teams and partners to ensure a seamless customer experience, addressing both technical and business challenges. This role requires a proactive, customer-focused individual with a deep understanding of AI, cloud technology and B2B solutions. 

You’re welcome to work in our office in Amsterdam, hybrid or remotely.

Your responsibilities will include:

• Cross-functional collaboration: Work with various departments, including Sales Development Representatives (SDRs), Account Executives, Technical Support, Solution Architects and Product Development teams to ensure cohesive customer experiences.
• Customer success: Ensure customer satisfaction, be involved in the entire life circle of customers to drive customer success, including onboarding, ongoing support and renewals. Ensure customers are maximizing the value of our AI and cloud solutions.
• Feedback loop creation: Establish and maintain feedback loops between customers, partners and internal teams to ensure that product improvements and innovations are customer-driven.
• Customer support escalation: Act as the point of escalation for customer issues, ensuring quick resolution by collaborating with Technical Support, Solution Architects and Development Team.
• Customer health metrics: Monitor key customer health metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) and Customer Effort Score (CES), to identify and address potential satisfaction issues proactively.
• Process improvement: Work with internal teams to streamline processes that impact customer satisfaction, ensuring an efficient and user-friendly experience across touchpoints.
• Advocacy & community building: Build a community of customer advocates who are enthusiastic about our products, encouraging them to share their experiences and success stories.

We expect you to have:

• 5+ years of experience in customer service, customer success or a related role, preferably in a managerial position.
• Proven track record of improving customer satisfaction and driving engagement initiatives.
• Strong analytical skills with the ability to interpret data and translate it into actionable strategies.
• Excellent communication and interpersonal skills, with the ability to connect with customers and team members alike.
• Proficiency in customer relationship management (CRM) software and customer feedback tools.
• Passion for delivering exceptional customer experiences and a commitment to continuous improvement.

We’re growing and expanding our products every day. If you’re up to the challenge and are excited about AI and ML as much as we are, join us!