About this role
The shift from traditional software to AI is one of the most important transitions of our time, and the frontier AI labs driving it depend on Scale to do it. As an Engagement Management Lead on Scale's Generative AI team, you'll operate at the center of our most strategic frontier-lab relationships — serving as a trusted, operationally grounded thought partner to the world's leading AI research teams. You will also directly oversee account management and growth strategy for the customers to which you’re assigned.
You'll build deep relationships with GenAI researchers and other key customer contacts, navigate challenging conversations with confidence rooted in operational knowledge, and earn new work by driving exceptional customer success. The strongest EM Leads are naturally empathetic and excel at building long-term relationships through diligent problem solving and thoughtful, strategic discussion.
You won't run data pipelines yourself — you own the customer relationship end to end, translate research needs into complex human-data programs, partner closely with the operations, engineering, and ML teams who execute them, and think strategically about how to sustainably grow Scale’s GenAI business. The ideal candidate pairs a technical foundation with proven judgment in high-stakes, client-facing settings.
What you’ll do:
• Own a portfolio of complex, strategic Gen AI accounts with full accountability for customer success and commercial development.
• Build and maintain deep, trust-based relationships with frontier AI lab researchers and operations leads, serving as a thought partner across the project lifecycle from ideation to execution.
• Translate ambiguous customer requirements into well-defined human-data programs run by Scale's internal delivery teams.
• Navigate sometimes challenging customer conversations about quality, throughput, and delivery expectations with confidence and clarity grounded in deep operational knowledge.
• Identify and develop expansion opportunities through close, consultative customer engagement.
• Partner cross-functionally with operations, engineering, and planning teams to improve delivery and drive better customer outcomes.
What we’re looking for:
• 5+ years in consulting or in a technical product or program management role.
• A proven track record in B2B, client-facing experience — including building and expanding relationships and navigating complex customer dynamics.
• A technical foundation (academic or professional exposure to CS, Engineering, Economics, Statistics, or another STEM field).
• Enough understanding of the ML training lifecycle to discuss use cases meaningfully with technical customers.
Ideally you’d have:
• A graduate degree (PhD, MS) or research experience in a STEM field.
• Experience at a frontier lab or a company developing foundational models, or a technical role at a high-growth AI company.
• Hands-on experience working with data or AI/ML models —