VP Customer Success
closedTogether AI
π΅ $250k-$370k
πRemote - United States
Job highlights
Summary
Join Together AI as the VP of Customer Success to develop a comprehensive strategy for the Customer Success organization, ensuring alignment with the company's mission, vision, and values. You will build, lead, and inspire a technical team to deliver exceptional customer experiences, focusing on retention, adoption, growth, and engagement.
Requirements
- 10+ years of experience in Customer Success, supporting SaaS and highly technical products, preferably in AI/ML systems
- 6+ years in Customer Success leadership positions, demonstrated experience in influencing the executive leadership team and product direction
- Previous experience collaborating with engineers and product teams in highly technical products with successful outcomes
- The ability to navigate and execute amidst ambiguity, adapt to different domains based on the current business challenges, and deliver straightforward solutions
- Excellent communication and interpersonal abilities, adept at explaining complex subjects in clear terms to a diverse range of external and internal stakeholders. Enjoy participating in cross-organizational collaboration, navigating trade-offs, and managing competing priorities
Responsibilities
- Develop a clear strategy and vision for the Customer Success organization, inspiring the team through communication in alignment with Together AI's mission, vision, and values
- Build and lead a technical Customer Success and Support team that delivers best-in-class customer experiences as measured by retention, adoption, growth and engagement
- Use data to drive and scale strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription
- Create the tools and framework to ensure real-time access to customer adoption and usage rates, and to flag opportunities for risk-mitigation and value optimization
- Provide strategic influence with customer accounts as well as internally for programs and initiatives, continuously improving the customer journey, segmentation approaches, and digital approaches
- Lead cross functional work streams and projects across Together AI to improve customer experience, voice-of-customer metrics and reporting, and growth
- Align and influence the Executive Team and senior leadership on Customer Success and GTM strategies and tactics
- Partner closely with the Sales organization to drive growth and retention and improve efficiency
- Develop and implement customer support policies, procedures, and standards to ensure consistent and exceptional service delivery
- Lead customer escalation management, handling complex issues and ensuring timely and satisfactory resolutions
- Identify opportunities to streamline customer support processes, enhance service delivery, and improve the overall customer experience
Benefits
- Competitive compensation
- Startup equity
- Health insurance
This job is filled or no longer available
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