Head of AI Success

This is **not a traditional Head of Customer Success role** (and previous experience leading customer success is a plus, but not required). We’re not hiring someone to just manage relationships or coach people. We’re hiring someone **deeply analytical, systems-driven, and AI-native** — someone who can design and build a machine that drives retention and expansion at scale, not manage it manually. ### **What you’ll own** Everything post-sale.

Your goals are to **maximize customer happiness, product usage, and NDR.** You'll own: * Retention + Expansion * Customer outcomes (bookings, revenue, efficiency) * Deployment speed (time-to-value in days, not weeks) * Support (AI-first, proactive, scalable) ### **What you’ll do** * Build the **AI-powered success engine** that scales from 500 → 5,000+ customers * Create systems for: * Account segmentation + ownership * Health scoring * Expansion and upsell playbooks * Turn customer data into **revenue opportunities** * Redesign onboarding to be fast, repeatable, and low-touch * Automate support and success workflows using AI * Hire and lead teams across **Success, Deployment, and Support** ### **What success looks like** * Best-in-class NDR (expansion becomes predictable) * Faster deployments, lower support load * Clear, repeatable expansion engine * A lean, high-leverage team powered by AI ### **How you operate** **Systems thinker** * You design scalable systems, not manual processes * You’ve built (or can build) health scoring, segmentation, and playbooks **Analytical** * You live in metrics: NDR, churn, expansion, usage * You turn messy data into clear actions **AI-native** * You instinctively automate workflows using tools like Claude * You think leverage first, headcount last **Revenue-driven** * You see CS as a **revenue function**, not support * You’re comfortable owning expansion and NDR **Builder** * You want to create the playbook, not inherit one * You’ve scaled or want to scale messy systems into machines ### **Your background** * 8+ years of strategy, product, or operations experience (e.g., product manager, engagement manager, consultant, founder, etc.) * Strong interpersonal and relationship-building skills * Experience developing new AI solutions in fast-moving, ambiguous environments * Bonus: * Knowledge of Customer Success processes, systems, and best practices * Experience at a high-growth startup environment * Background in computer science or AI product management