Together AI is hiring a
VP Customer Success

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