Scale AI
Website:
scale.com
Job details:
Customer Success Manager, Engineering Contributors
Location: India
Company: Scale AI
About the Role
We are looking for a Customer Success Manager to own and scale our engineering contributor ecosystem across India. This role is responsible for managing a high volume, distributed network of engineers, ensuring strong onboarding, consistent quality, and long term engagement.
This is not a traditional customer success role. You will operate at the intersection of operations, program management, and community building. You will design systems, optimize workflows, and directly influence the scale and quality of our contributor base.
What You Will Do:
- Own the end to end lifecycle of engineering contributors, onboarding, training, performance management, and retention.
- Manage and scale a distributed contributor base of 500 plus engineers across multiple programs and pods
- Manage and improve workflows for onboarding, quality control, and support
- Build and implement automation driven processes to improve efficiency and reduce manual operations
- Monitor and improve key metrics such as contributor quality, output, retention etc
- Partner with internal teams on quality benchmarks, tooling, and program requirements
- Lead community engagement initiatives, including virtual sessions
- Develop systems to maintain a balance between rapid growth and high quality output
What We Are Looking For
Core Experience
- 4 to 8 years of experience in operations, program management, customer success, or marketplace roles
- Experience managing large scale distributed workforces, ideally 500 plus contributors
- Proven track record of building or improving operational processes at scale
Systems and Execution:
- Strong process design and optimization skills
- Experience implementing automation or tooling to improve workflows
- Comfort working with data, tracking metrics, and driving decisions based on insights
Quality and Technical Undersstanding
- Ability to work with engineering contributors and understand quality signals in technical work
- Experience with quality control systems, evaluations, or performance benchmarking
Communication and Community Building
- Excellent communication skills with the ability to engage and influence large groups
- Experience running training sessions, onboarding programs, or community initiatives
- Ability to build trust and long term engagement with contributors
Nice to Have
- Experience working with freelancer or gig marketplaces
- Background in developer platforms, edtech, or technical communities
- Familiarity with SQL, dashboards, or operational analytics tools
- Experience managing pods or team based contributor structures
What Success Looks Like
- Scaled contributor base while maintaining or improving quality benchmarks
- Reduced hiring and operational costs through process improvements
- High contributor engagement and retention across programs
- Well structured, scalable systems for onboarding, training, and performance management
Why This Role Matters
Engineering contributors are central to our platform. This role directly impacts our ability to scale high quality output while maintaining efficiency. You will build the systems and community that enable long term growth.
Click on Apply to know more.