Our client is a fast-scaling AI-powered business operations company (1,000+ people) serving demanding enterprise customers in financial services, legal, healthcare, and media across the US.
This is the first dedicated Customer Success hire — a track to Head of Customer Success for the operator who builds the playbook, proves the model, and eventually hires the team.
What you'll do
- Own renewals and expansion on $1M+ enterprise accounts; flag churn risk 90 days out and act as first responder on escalations
- Run strategic QBRs with VP-level and C-suite stakeholders that close with concrete commercial next steps
- Architect enterprise onboarding for new logos and codify it into a repeatable playbook
- Identify, scope, and close upsell and cross-sell opportunities inside existing accounts
- Translate client needs into actionable escalations for ops and engineering, and carry competitive intelligence back into the business
- Credibly explain the human-in-the-loop AI model to skeptical enterprise buyers
Must have
- 4–8 years in Customer Success, Account Management, or Client Operations at a B2B tech/services company
- Personally owned and managed $1M+ annual enterprise accounts — relationship lead, QBR owner, client's go-to
- Direct experience with VP+ stakeholders, complex contracts, procurement cycles, and multi-stakeholder buy-in (SMB/mid-market alone does not qualify)
- Native-level written and spoken English, indistinguishable from a native speaker in C-suite settings
- Able to work US Eastern or Pacific hours consistently, 6 days a week
Nice to have
- Experience selling or supporting AI / human-in-the-loop products to regulated industries
- Background in financial services, legal, healthcare, or media accounts
- Track record of building a CS function or playbook from zero
