Customer Success Lead (AI)

TL;DR

Customer Success Lead (AI): Leading and developing a high-performing CS team across the UK&I region to drive NRR and customer retention with an accent on strategic account management and scalable post-sales processes. Focus on building repeatable playbooks, mentoring CSMs, and aligning customer needs with the AI product roadmap.

Location: Remote-first within the UK and Ireland; optional office presence in London and Dublin.

Company

AI research and product company transforming human-technology interaction through high-fidelity, human-like AI voice models.

What you will do

• Lead, coach, and develop the CS team, owning regional NRR performance and retention goals.
• Manage priority accounts directly as a player-coach to model best-in-class success practices.
• Design and implement scalable playbooks for renewals, upsells, and adoption.
• Build executive-level relationships and act as a strategic advisor for priority accounts.
• Collaborate with Europe GTM and cross-functional leadership to align organizational objectives.
• Represent the voice of the customer to influence the product roadmap and revenue strategies.

Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS.
• 5+ years of direct people leadership managing CSMs and driving team quotas.
• Must be based in the UK or Ireland.
• Proven track record of exceeding renewal and NRR goals.
• Strong technical acumen and an AI-first builder mindset.
• Expertise in CS methodologies, ROI storytelling, and executive alignment.

Nice to have

• Proficiency with tools such as Salesforce, Gong, Sigma, and Pylon.

Culture & Benefits

• Innovative environment at a generational AI company pushing the boundaries of possible.
• Annual discretionary stipends for professional development and social travel.
• Annual company-wide offsites in international locations.
• Monthly co-working stipend for those not located near main hubs.
• High-velocity, lean autonomous teams with minimal bureaucracy.