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Technical Customer Success Manager - AI

$160,000-190,000

TWG Global

Santa Monica, CA, USA

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At TWG Group Holdings, LLC (‘TWG Global’), we are at the cutting edge of innovation and business transformation, leveraging data and AI to manage a diverse portfolio that spans Investments, Securities, Insurance, Finance, Corporate Lending, Merchant Banking, as well as Sports, Media, and Entertainment. Data is one of our most valuable assets, and our commitment to AI allows us to transform that data into a powerful competitive advantage. We are pioneering a range of data and AI services that provide real-time intelligence to both our customers and workforce, enabling them to make informed decisions within interactive, cloud-native business applications.  As we evolve into an AI-first, model-driven, and cloud-native company, we prioritize responsible data and AI practices that protect our customers and workforce while ensuring compliance within a regulated environment. Our goal is to lead by example, acting with the highest standards of ethics, responsibility, and transparency. This commitment drives our development of cutting-edge AI/ML business applications across our diverse product and service offerings.  You will play a crucial role in leveraging our strategic relationships and equity positions in leading tech startups. These collaborations are not just about staying ahead of the competition—they are about creating true competitive advantages across our businesses. You will contribute to projects that are reshaping industries, from harnessing cloud-based supercomputing capabilities to driving key initiatives with major universities that are shaping the future of technology.  At TWG Global, your work will directly contribute to our ambitious goal of generating sustained growth and superior returns, with expected annual equity returns exceeding 20%, including growing dividends. Join us as we push the boundaries of technology and innovation, delivering significant value across our portfolio while making a profound impact on the industries we serve.  As the Technical Customer Success Manager, you will be responsible for educating and driving the implementation, integration, and adoption of AI solutions for our customers. You will work closely with data scientists, engineers, product managers, and client teams to align the capabilities and functions of our suite of products to their objectives, ensuring measurable value creation.  You will be well versed in creating a customized experience for each client so that they can fully see and use the range of game changing products. In addition to the direct client ownership, you will be called to host monthly training session, refresher training sessions on an ongoing basis- this requires an ability to craft an impactful curriculum. This role is incredibly unique because it requires financial industry knowledge, technical acumen in AI/ML, and strong customer success expertise to bridge the gap between our AI-driven solutions and real-world financial decision-making. This hybrid profile requires the ability to take a complex tool and break it down so it is digestible to the public- the right candidate will find this very rewarding and will use their own style of knowledge, experience and passion to act as the point person for showcasing our tool Key Responsibilities Act as the primary AI/ML strategy liaison between our TWG internal team and external clients. This requires time spent internally to fully understand the capabilities of our tools and translate/teach our clients. Conversely, this person will act as the voice of the customer, working with product and engineering teams to refine our AI offerings. Translate complex AI/ML concepts into actionable business strategies for clients, helping them leverage AI for risk assessment, investment modeling, policy pricing, and fraud detection. Ensure AI models are explainable, transparent, and compliant with SEC, FINRA, and insurance regulations. Once the actionable strategies are confirmed, the VP will design a course/curriculum for each client so that we can train our clients to use our products in their day-to-day. Being comfortable breaking down complexities into bite size pieces, presenting to large audiences, engaging people in conversation and answering questions as a SME will be essential. Build AI success playbooks, best practices, and methodologies to scale AI implementation across multiple clients. Once trained, our clients will need to have a continued relationship with the Vice President, AI Success & Adoption. This will be imperative as we continue to train clients on a monthly basis – the creation of the training modules, as well as the client cultivation and maintenance of relationships will be a critical task. Requirements Industry & Technical Expertise Experience with AI/ML applications in financial services, including predictive modeling, NLP for financial documents, risk scoring, and automated underwriting. Familiarity with life insurance, annuity risk modeling, investment portfolio analytics, or securities market trends. Familiarity with regulatory frameworks (SEC, FINRA, NAIC, GDPR, CCPA) impacting AI in financial services. AI & Data Science Acumen Ability to translate technical AI concepts into business value for non-technical stakeholders. Hands-on experience with AI/ML-driven analytics, machine learning models, data governance, and cloud-based AI infrastructure. Understanding of ML model lifecycle management, AI explainability (XAI), and bias mitigation. Corporate Training / Customer Success Experience taking corporate products and building a full curriculum that will frame the products in a relevant and usable manner. Thorough knowledge of products so client questions/concerns can be answered/addressed and explained. “Knowing the audience” – understand the full scope of clients in our portfolio so that a curated experience can be given- ie, if working with an insurance client, the VP of AI Success should have a basic understanding of that sector and the ability to roll out our products to that audience. Leadership & Customer Success Skills Proven track record of leading AI adoption in financial organizations. Experience in client-facing consulting, customer success, or AI transformation leadership. Strong ability to influence executive-level stakeholders in the finance industry. Bachelor’s degree and/or Master’s Degree Strong analytical and problem-solving skills. Excellent communication and teamwork abilities. Eagerness to learn and adapt in a fast-paced environment. Preferred Qualifications Experience working in a high-growth AI startup or FinTech company. Familiarity with ML platforms (AWS SageMaker, Google Vertex AI, Azure ML). Knowledge of Python, TensorFlow, PyTorch, or financial modeling tools. MBA, CFA, FRM, or relevant certifications in AI, data science, or financial analytics. Benefits Work at the forefront of AI/ML innovation in life insurance, annuities, and financial services. Drive AI transformation for some of the most sophisticated financial entities. Be part of a high-growth AI startup scaling from 30 to 80+ employees. Competitive compensation, equity options, and leadership opportunities. Position Location: By applying to this position, you can select your preferred working location from the following within the United States:  Santa Monica, CA. Compensation: The base pay for this position is $160,000-190,000. A bonus will be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits. TWG is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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