Director of Customer Success – AI

This is a fully remote position, open to applicants in California.

📋 Description

• Act as a strategic consultant and main point of contact for enterprise clients.

• Drive successful customer outcomes by leveraging value realization, performance metrics, renewal strategies, retention efforts, adoption rates, churn analysis, and customer health indicators.

• Collaborate with Product and platform teams to enhance SaaS telemetry and gain real-time insights into customer health.

• Foster adoption, satisfaction, and long-term value through technical expertise and effective customer engagement.

• Maintain executive-level relationships and provide guidance to clients on AI strategy, implementation, and value realization.

• Lead intricate engagements deploying AI and data-driven solutions across various business functions.

• Create success plans and roadmaps that align with customer business goals.

• Collaborate with Sales, Product, Engineering, and Delivery teams for implementation and ongoing improvement.

• Promote customer adoption, expansion, and retention through strategic planning, outcome monitoring, and executive business reviews.

• Establish scalable practices for enterprise customer success, from onboarding to renewal.

• Serve as both an internal and external thought leader on AI use cases, responsible AI, and digital transformation.

• Provide client insights to shape the product roadmap.

• Advocate for the Uniphore Business AI Cloud Platform and its data and AI capabilities.

• Report to the U.S. Vice President of Customer Success.

⛳️ Requirements

• Over 10 years of experience in consulting, customer success, or professional services with a focus on enterprise technology solutions.

• More than 5 years of experience directly working with AI products, platforms, or services in an advisory or delivery role.

• At least 5 years of experience engaging with end users and C-suite executives.

• Proven track record of delivering ROI and surpassing retention, customer satisfaction, and advocacy benchmarks.

• Experience managing complex client relationships and multi-stakeholder projects with measurable outcomes.

• Background in enterprise sectors such as healthcare, financial services, manufacturing, or retail.

• Demonstrated AI consultancy experience and a history of driving SaaS growth and adoption.

• In-depth knowledge of AI solution architectures, business applications of AI, and change management related to AI.

• Strong strategic thinking, executive communication, and client-facing skills.

• Familiarity with AWS, Azure, or GCP and AI services like OpenAI, TensorFlow, or Hugging Face.

• Understanding of enterprise software delivery lifecycles, success metrics, and ROI frameworks.

• Exceptional organizational, presentation, and both written and verbal communication abilities.

• Bachelor's or master's degree in business, Computer Science, Engineering, Data Science, or a related discipline.

• Willingness to travel at least 25% of the time.

🏝️ Benefits

• Annual incentive opportunities based on achievement of targets.

• Pre-IPO stock options.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) plan with matching contributions.

• Generous paid time off.

• Paid holidays.

• Paid day off for your birthday.

• Additional paid leave policies.