Customer Success Lead (San Francisco)

Giga • San Francisco, CA

3d • $200,000 - $250,000 • Onsite

About The Position

Giga has recently raised a $61M Series A and is working with Fortune 500 customers to deploy the next generation of customer experience - real-time AI agents that can understand emotion, resolve issues instantly, and scale across the world's largest enterprises. Industry leaders like DoorDash trust Giga with their most complex support and operations workflows across voice, chat, and email, in high-stakes regulated environments where accuracy and compliance matter. We're at an exciting inflection point. While we've found real commercial success, our ambitions are larger: to become the go-to AI platform for all enterprise automation, powered by our voice superintelligence. The work affects millions of people every day, and our team has the autonomy to make true impact - with brilliant founders, a clear path forward, and the kind of momentum that defines generational companies. If being part of that resonates with you, we'd love to hear from you!

Requirements

• 5+ years in customer success, technical account management, or account management at a company priced on usage or consumption (API platform, CCaaS, cloud data, AI platform).
• Personally carried a consumption, NRR, or utilization number.
• Experience taking a customer from go-live to full value on a commit and past it.
• Ability to read usage data, build burn-down charts, spot flat weeks, and understand the reasons.
• SQL or serious spreadsheet fluency.
• Understanding of contact center metrics (Containment, resolution rate, CSAT, AHT, transfer rate, QA scoring) and how a VP of Customer Care makes decisions about AI agents.
• Ability to run an executive relationship at a Fortune 1000 company (VP or SVP of CX, Operations, or COO) and a working relationship with their ops and IT teams.
• Experience quarterbacking a cross-functional timeline for customer expansion, migration, or launch.
• Comfortable in the seam between engineers and sellers.
• Experience running production escalations with both unhappy customers and engineers.
• Understanding the difference between knowing what needs fixing and fixing it.
• High tolerance for ambiguity, low need for process handed to you.
• Use AI tools every day and have worked hands-on with AI agents (voice or chat) in production.
• Ability to read a conversation log and identify customer experience issues for FDEs.

Nice To Haves

• Experience from a company that pays customer success on consumption (Snowflake, Databricks, Twilio, Deepgram, ElevenLabs, Anthropic, OpenAI, or similar).
• Experience selling or expanding conversational AI, CCaaS, or contact center automation into insurance, financial services, airlines, retail, or restaurants.
• Experience running value reviews that quantified savings and turned directly into a larger commitment.

Responsibilities

• Own consumption across a book of roughly 10 of Giga's production customers.
• Get each customer to their minimum usage commitment and past it: more conversations on the agent, more intents live, more channels and business units on Giga.
• Own each customer's timeline for getting to commitment and push on it from both sides: externally, when the customer's team is slow to expand scope or route volume, and internally, when a product bug or a missing capability is holding them back.
• Sit between Forward Deployed Engineers and Enterprise Sales Representatives, acting as the quarterback.
• Define how customer success works at Giga.
• Build consumption plans for every account in the book, from go-live to the annual minimum and beyond, detailing intents, channels, volume, and prerequisites.
• Track weekly progress against consumption plans and act when progress stalls.
• Keep the customer's team moving on scope expansion, volume routing, and approvals.
• Get product bugs or missing capabilities prioritized with FDEs and Product, hold the date, and communicate truthfully to the customer.
• Act as the customer's single point of contact for production escalations, owning communication up to the customer's executive and ensuring volume is restored.
• Pitch customers on upcoming features and identify new use cases by mining conversation data, Agent KPIs, and queue metrics.
• Run monthly value reviews and quarterly business reviews with customer executives, with Giga's CEO and founders present when necessary.
• Work with RevOps to make usage against commit and blockers visible to the revenue organization in Salesforce weekly.
• Build the customer success playbook as the first hire in the function.

Benefits

• $200K to $250K OTE (75% base / 25% variable) + equity
• Catered lunch daily
• Dinner stipend
• $500/month wellness & commuter benefit (commute, gym, fitness classes, mental health)
• 401(k) plan
• Paid parental leave (12 weeks maternal, 6 weeks paternal)
• Medical, dental, and vision coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed