Customer Success Lead

AfterQuery•San Francisco, CA

About The Position

Your job is to deepen and expand relationships with our customers. As our Customer Success Lead, you will work closely with our Strategic Projects team as an advocate for our key customers—ensuring they maximize value from our data and evaluation products, identify expansion opportunities, and become references and champions who advocate for AfterQuery. This is a foundational customer success hire at a rapidly growing early-stage company: you won't just run a playbook, you'll help build one. Working closely with the founding team and executive leadership, you will turn active customers into long-term partners.

Requirements

3-5 years in a Customer Success, Account Management, or Customer Engagement role, ideally in DaaS, AI, or B2B SaaS.
Strong technical fluency to discuss complex AI/ML concepts like model training, evaluation, and data quality with technical stakeholders.
Proven ability to drive account growth and expansion measured through net dollar retention, usage growth, or contract renewals.
Exceptional relationship-building skills able to earn credibility and trust with senior-level decision-makers and technical leaders.
Experience in fast paced, highly technical environments and comfort in ambiguity.
Familiarity with customer success tooling (CRM/CS, net health scoring, usage analytics, etc.).
A bias toward data-driven decision-making and continuous optimization.

Responsibilities

Support and expand relationships with existing AI lab and enterprise customers.
Conduct regular business reviews and strategic check-ins with key stakeholders at client organizations.
Identify and drive expansion opportunities within existing accounts including new use cases, teams, or product lines.
Work cross-functionally with operations and engineering teams to ensure customer requirements are met and feedback is incorporated.
Develop and execute customer success playbooks, onboarding sequences, and account growth strategies.
Monitor customer health metrics, usage patterns, and satisfaction scores to proactively address issues.
Create and facilitate customer advisory boards, user groups, and feedback sessions to inform product roadmap.