Solutions and Customer Success Lead

3 days ago

San Francisco, CA, United States Gimlet Labs Full time

Gimlet Labs is building the foundation for the next generation of AI applications. As generative AI workloads rapidly scale, inference efficiency is becoming the critical bottleneck. Gimlet is redefining AI inference from the ground up, combining cutting-edge research with an integrated hardware-software stack that delivers breakthrough performance, efficiency, and model quality.

Gimlet pairs its inference stack with a seamless developer experience, allowing users to deploy, manage, and monitor AI workloads from frameworks like PyTorch and LangChain at production scale in seconds. Gimlet is spun out of a Stanford research project under Professors Zain Asgar and Sachin Katti. The founding team has deep experience across AI, distributed systems, and hardware with previous successful exits.

We are seeking a highly experienced Solutions & Customer Success Lead to drive customer acquisition, onboarding, and expansion for both our on-premise and developer cloud customers. This role will be instrumental in ensuring customer success, providing technical support for Proof of Concepts (POCs), and troubleshooting complex issues within the AI inference ecosystem. You will act as a sales engineer with an expanded scope, bridging the gap between our technical offerings and customer needs to help them achieve their goals.

Responsibilities

  • Support the entire customer lifecycle, from winning new accounts to expanding existing ones.
  • Provide hands-on technical support for on-premise POCs, including setup, configuration, and troubleshooting.
  • Work with customers to implement their use cases on the Gimlet platform (new models, custom logic, pipeline configuration)
  • Oversee and support developer cloud customer onboarding.
  • Troubleshoot and resolve technical and performance issues for both on-premise and developer cloud customers.
  • Serve as the primary technical point of contact for POCs and developer cloud customers.
  • Develop and maintain customer runbooks and contribute to product documentation.
  • Collaborate with customers to define success metrics and guide them in achieving their desired outcomes.
Qualifications
Required
  • 7+ years of experience in solutions engineering, customer success, or a similar technical customer-facing role.
  • Deep understanding of hardware, networking, datacenter environments, and AI accelerators
  • Proven ability to troubleshoot complex technical issues in on-premise and cloud environments
  • Strong experience supporting and guiding customers through technical onboarding and adoption
  • Excellent communication, presentation, and interpersonal skills, with the ability to translate complex technical concepts to diverse audiences
  • Demonstrated experience in growing customer accounts and ensuring customer satisfaction
  • Strong project management skills
  • Ability to work independently and as part of a highly collaborative team
  • Comfort with ambiguity in a fast-paced startup environment
Preferred
  • Deep expertise in the AI inference space (hardware, software, developer tooling).
  • Experience with developer tools, APIs, or platform-as-a-service (PaaS) offerings.
  • Experience working with early-stage companies or in a startup environment.

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