Head of Customer Success, AI+ Labs
About The Position
This role leads the Customer Success function for AI-powered Labs capabilities, focusing on driving adoption, value realization, and measurable business impact across global teams. You will build and scale a high-performing Success Team across North America and Europe, creating frameworks, playbooks, and programs that turn early adopters into power users and skeptics into advocates. The position combines strategic leadership with hands-on enablement, internal collaboration, and metrics-driven oversight, ensuring Labs capabilities become indispensable to users. As the role evolves, it expands to include sales enablement and client-facing engagements, positioning AI solutions for broader organizational impact. Ideal candidates have experience in consulting or professional services, understand AI adoption, and thrive in cross-functional, dynamic environments.
Requirements
- 8+ years of experience in customer success, user success, enablement, training, or related roles
- 3+ years of leadership experience, managing and developing high-performing teams
- Proven track record of driving adoption for software products or AI-enabled platforms
- Experience in consulting, professional services, or large-scale enterprise environments
- Strong analytical skills with ability to track metrics, analyze data, and derive actionable insights
- Deep understanding of AI solutions, business applications of AI, and change management for adoption
- Excellent communication and presentation skills, capable of engaging senior stakeholders and executives
- Experience designing and delivering training programs, enablement campaigns, and documentation
Nice To Haves
- Multilingual skills are a plus
Responsibilities
- Build, lead, and scale a Success Team of specialists across multiple regions
- Define global customer success strategy and establish scalable playbooks, frameworks, and best practices
- Drive adoption of Labs capabilities, increasing daily active usage and consultant mastery
- Develop training programs, enablement materials, workshops, and certifications to support internal users
- Act as liaison between Labs and practice teams to gather requirements, co-create solutions, and validate use cases
- Collect and synthesize user feedback, transforming insights into actionable product recommendations
- Document business impact, track ROI, and support metrics-driven reporting on adoption and client success
- Oversee support operations, including help documentation, FAQs, and timely resolution of inquiries
Benefits
- Competitive base salary range: $140,000â$180,000 USD
- Flexible hybrid and remote working arrangements with global collaboration opportunities
- Comprehensive health, life, and disability insurance coverage
- Paid time off, holidays, and wellness/self-care days
- Professional development opportunities and learning programs
- Inclusive and diverse company culture with global team engagement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
