Director of Customer Success

Uare.ai • Los Altos, CA

4d

About The Position

We're building the world's first marketplace for personal AI — where people don't just use AI, they become it. At Uare.ai, founded by Robert LoCascio (former CEO of LivePerson), we're creating a platform where creators and consumers come together — to build, share, and interact with AI versions of themselves.
These aren't chatbots. They're living digital reflections that express knowledge, creativity, and emotion.
Now we're looking for a Director of Customer Success who can bring this vision to life through every customer interaction — someone who seamlessly blends strategic thinking, deep empathy, and operational excellence to deliver a world-class consumer experience that keeps people coming back.
About the Role:
The Director of Customer Success will architect and scale a unified CS function spanning:
B2C user activation & retention
Onboarding & monetization
Enterprise implementation & expansion
This is a strategic operator role responsible for retention, NRR, monetization, and ecosystem health — not just support.

Requirements

• 4+ years in Customer Success leadership in consumer-facing products or platforms
• Proven B2C experience — deep understanding of consumer activation, retention, and lifecycle journeys
• Experience across B2B2C and marketplace / creator platforms
• Strong enterprise implementation background
• Systems-oriented operator who can design scalable frameworks
• Commercially minded with deep retention and expansion fluency
• Active user of AI tools (e.g. ChatGPT, Claude, Midjourney, or similar) with a strong point of view on the evolving landscape
• Comfortable operating in early-stage ambiguity

Responsibilities

• Build the Customer Success Engine
• Design segmentation (consumer, creator, enterprise)
• Define onboarding playbooks and lifecycle journeys (PLG + SLG)
• Establish activation, engagement, retention, and expansion KPIs
• Build scalable systems leveraging HubSpot, analytics, and automation
• Implement customer health scoring and churn forecasting
• Creator Success
• Create structured onboarding for ambassadors and verified creators
• Enable monetization (subscription strategy, content workflows, pricing guidance)
• Track revenue performance and optimize conversion
• Support high-profile talent relationships
• Develop expansion pathways (enterprise licensing, premium tiers)
• Enterprise Success
• Lead high-touch onboarding for media, institutions, and strategic partners
• Oversee data ingestion, model training, containerization setup
• Coordinate cross-functionally with Product, AI, Legal, and Partnerships
• Own renewal, expansion, and enterprise NRR
• Establish QBR frameworks and executive-level reporting
• Activation, Retention & Product Stickiness
• Define measurable time-to-value milestones
• Track usage depth, engagement velocity, monetization triggers
• Identify churn signals early and design intervention frameworks
• Translate customer behavior into product feedback loops
• Trust, IP & Compliance Alignment
• Ensure enterprise deployments meet IP protection and ownership standards
• Support SOC2 and enterprise data governance requirements
• Build escalation frameworks for trust & safety issues

Benefits

• At Uare.ai, you’ll help invent a new category — personal AI that feels human. You’ll collaborate directly with world-class technologists, storytellers, and designers who care deeply about craft and purpose. You’ll have freedom, creative ownership, and the chance to make your mark on a product that could redefine how billions of people interact with themselves and others.
• The expected base compensation for this position is below. Our total compensation package for full-time employees includes equity and a comprehensive benefits package.

What This Job Offers

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