Customer Success Director Jobs

About The Position

Requirements

• Experience leading and scaling Customer Success at a hyperscaling AI-native company, model lab, or developer-first infrastructure platform.
• At least 8 years of experience in Customer Success, account management, or related post-sales functions.
• At least 4 years of experience leading teams through significant growth.
• Experience building scalable Customer Success programs, workflows, automations, or AI-powered systems that improve customer outcomes and team effectiveness.
• Understanding of APIs, SDKs, LLMs, inference infrastructure, and the challenges of moving AI applications from experimentation into production.
• A track record of driving retention, expansion, NRR, GRR, and consumption growth in usage-based or subscription businesses.
• Ability to engage with developers, engineering leaders, founders, and C-level executives and translate technical adoption into measurable business value.
• Experience building repeatable customer engagement models that support customer and revenue growth without proportional increases in headcount.
• Ability to use product usage, customer health, adoption signals, and revenue data to prioritize engagement and drive outcomes.
• High ownership, speed, comfort with ambiguity, and willingness to balance hands-on customer work with building long-term organizational capabilities.

Nice To Haves

• Experience at a leading LLM model lab, AI inference platform, or developer-first AI infrastructure company.
• Experience managing enterprise and AI-native startup customer segments.
• Experience building AI agents, automated customer lifecycle programs, or intelligent customer engagement workflows.
• Familiarity with model routing, inference economics, latency, reliability, and production AI workloads.
• Experience building Customer Success organizations in consumption-based, product-led growth environments.
• Experience partnering closely with Forward Deployed Engineering or technical implementation teams.

Responsibilities

• Define and execute a Customer Success strategy that scales through intelligent systems, automation, and high-impact customer engagement.
• Own the customer journey from onboarding through production adoption, value realization, retention, and expansion across customer segments.
• Drive Gross Revenue Retention, Net Revenue Retention, customer health, and inference consumption growth; partner with Sales on strategic renewals and expansion.
• Develop AI-powered workflows, customer intelligence, and lifecycle programs to identify risks, uncover growth opportunities, and provide personalized engagement at scale.
• Build trusted relationships with developers, technical leaders, founders, and executives at strategic customer organizations.
• Lead and develop Customer Success Managers with technical fluency, commercial acumen, and strong customer ownership.
• Establish customer health frameworks, success plans, adoption milestones, executive business reviews, and measurable customer outcomes.
• Partner with Sales, Forward Deployed Engineering, Product, and Support to accelerate customer activation, resolve adoption barriers, and identify growth opportunities.
• Use product telemetry, inference usage, customer feedback, and business signals to guide proactive engagement and influence product strategy.
• Develop a Customer Success operating model and roadmap for scaling customer engagement through AI, automation, and a capable team.