Director of Customer Success

Location: Hybrid in New York City, San Francisco, Seattle, or London

Annual base salary: $200,000–$250,000 USD, plus discretionary bonus, equity, and benefits.

Company

AI platform and infrastructure business building tools for developing, training, deploying, and scaling AI systems, including developer-focused software and large-scale compute infrastructure.

What you will do

• Lead and develop Customer Success Managers and Technical Account Managers supporting strategic and growth customers.
• Own customer health, adoption, gross retention, expansion influence, renewal readiness, and executive relationship quality.
• Build scalable operating rhythms for onboarding, success planning, executive business reviews, health scoring, renewal forecasting, and escalation management.
• Partner with Sales leadership on post-sale retention and expansion motions.
• Work with Product and Engineering to convert customer patterns into roadmap feedback and product improvements.
• Create repeatable playbooks for technical onboarding, use-case expansion, executive engagement, renewal preparation, and adoption acceleration.

Requirements

• 8+ years of experience in customer success, account management, technical account management, or post-sales leadership.
• 3+ years of experience managing teams.
• Experience leading customer success motions for technical, enterprise, or consumption-based products.
• Strong knowledge of retention, expansion, adoption, health scoring, renewal forecasting, and executive stakeholder management.
• Experience working cross-functionally with Sales, Product, Engineering, Support, Marketing, and Revenue Operations.
• Ability to build systems from scratch in a rapidly scaling company.

Nice to have

• Experience in AI, cloud infrastructure, developer platforms, MLOps, data infrastructure, or enterprise SaaS.
• Experience with usage-based revenue, cloud consumption, or complex technical onboarding.
• Experience building a Customer Success function during a high-growth stage.
• Familiarity with ML teams, research organizations, platform engineering teams, or infrastructure buying centers.

Culture & Benefits

• Fast-paced environment focused on ownership, direct communication, continuous improvement, and scalable systems.
• Medical, dental, and vision coverage for employees and eligible dependents.
• Meaningful equity, discretionary bonus eligibility, and retirement savings support, including 401(k) matching in the U.S. and pension contributions in the U.K.
• Unlimited PTO, company holidays, floating holidays, a two-week winter break, and paid parental and family leave.
• Annual professional development allowance, wellness and work-from-home stipends, and a paid four-week sabbatical after four years.
• Flexible schedules, hybrid work, and complimentary meals at office hubs.