VP Customer Success

closed
Logo of Together AI

Together AI

πŸ’΅ $250k-$370k
πŸ“Remote - 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