Agent Strategist - NYC

Vapi (/ˈVɑːpi/):

• Voice AI that resolves, not transfers

• Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life

• Trusted by 1 million developers building the future of voice agents

• Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, and more with $72M raised

• Try talking to Vapi now!

Why We’re Hiring This Role:

• As Vapi scales its enterprise footprint, we need strong post-sales ownership to drive retention, expansion, and long-term customer value.

• Enterprise deployments are complex and cross-functional, requiring a single-threaded leader to orchestrate execution and outcomes.

• This role will help define and scale our post-sales engagement model while directly impacting Net Revenue Retention.

What You’ll Do:

• 30 Day:

  • Take ownership of a portfolio of enterprise accounts and build trusted relationships with key stakeholders.

  • Deeply understand each customer’s deployment architecture, use cases, and success criteria.

  • Audit current health metrics, renewal timelines, usage patterns, and engagement cadence.

  • Align with FDE, CSE, Sales, and Product on open workstreams and deployment priorities.

• 60 Day:

  • Establish a structured cadence of weekly, biweekly, or monthly syncs based on account tiering.

  • Implement proactive health monitoring using usage data, stakeholder engagement, and sentiment signals.

  • Begin identifying renewal risks and expansion signals across your portfolio.

  • Deliver structured QBRs for Tier 1 and Tier 2 accounts with executive-ready reporting.

• 90 Day:

  • Drive renewal conversations beginning 120 days out and partner with AEs on commercial strategy.

  • Surface qualified expansion opportunities supported by usage data and deployment success metrics.

  • Enforce service tier boundaries and protect the integrity of the engagement model.

  • Contribute to refining post-sales playbooks, documentation standards, and tooling as the function scales.

Who You Are:

• 5+ years in customer success, technical account management, or solutions consulting at a B2B SaaS or API-first company.

• Experience managing a portfolio of enterprise accounts ($100K+ ACV) with complex deployments and integrations.

• Strong stakeholder management skills with the ability to engage VP and C-level executives.

• Technically fluent enough to discuss APIs, integrations, deployment workflows, and architecture without needing to write code.

• Experienced in renewal and expansion motions and comfortable building commercial narratives.

• Highly organized with strong CRM hygiene, documentation habits, and follow-through.

• Comfortable operating in ambiguity and helping build process in a high-growth environment.

• Bonus: Experience in voice, conversational AI, telephony, contact center technology, or AI/ML products.

Why Vapi:

• Generational impact: Build the human interface for every business

• Ownership culture: 70% of the company are previous founders

• Kind team: The founders, Jordan and Nikhil, are Canadians

• Tier-1 Investors: YC, KP seed, Bessemer Series A

What We Offer:

• Real stake: We offer a competitive salary and excellent equity ownership

• Comprehensive health coverage: medical, dental, and vision plans

• Team love: We love hanging out, and we do quarterly off-sites

• Flexible time off: take what you need

• More: catered meals, transportation, gym, and a $10k annual L&D budget