Director, Customer Success

🕒 Outubro 20

🏄 California – Remoto

🏄 California – Remote

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

👻 Score fantasma 11%

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People.ai

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

📣 Marketing

🤖 Inteligência Artificial

Consulting • Marketing • Artificial Intelligence

A People. ai é uma empresa que revoluciona estratégias de receita utilizando inteligência artificial (IA). Eles oferecem uma solução abrangente, o SalesAI, que integra IA generativa para automatizar tarefas, avaliar a saúde das contas e fornecer recomendações de coaching. Sua plataforma melhora a gestão do relacionamento com o cliente (CRM) por meio de captura e análise de dados automatizadas, tornando os processos de vendas mais eficientes. A People. ai atende indústrias como alta tecnologia, ciências da vida e telecomunicações, com o objetivo de otimizar estratégias de go-to-market (GTM) e melhorar os resultados de receita para equipes de vendas, operações de receita, capacitação e marketing.

Descrição

• Drive gross retention, expansion and credit consumption, and lead customers onto the Backstory platform • Give leadership a weekly view of renewal risk and run save motions with direct executive engagement • Run high-touch strategic, time-boxed emerging and scaled customer coverage models • Move emerging accounts into strategic coverage within their renewal cycle • Own account alignment, book economics, capacity planning and scalable playbooks • Understand strategic customers’ businesses, technical environments and product potential • Trace requests to agreed problem statements and measurable outcomes • Own success plans, executive readouts, EBRs and the value realization framework • Hire, develop and retain managers and Customer Success Managers • Build solution-oriented product and architecture instincts across the team • Own onboarding, ramp, career paths and performance standards • Run weekly renewal reviews, segment account reviews, monthly business reviews and quarterly planning • Maintain metrics and dashboards; manage budget, staffing and process • Run Customer Success on Backstory, including account plans, health signals, renewal reviews and customer preparation • Lead forums for sharing platform workflows and turn daily use into product input • Own Sales-to-Customer Success handoff standards and joint renewal and expansion planning • Coordinate with Professional Services, Technical Support and Studio on strategic accounts • Bring customer insights into product and go-to-market planning • Support customer references, stories and Marketing advisory programs

🎯 Requisitos

• 12+ years in Customer Success, Account Management or post-sales leadership, including 5+ years leading teams and developing managers • Track record of owning retention and expansion outcomes in B2B SaaS • Experience building segmentation, capacity models, playbooks and metrics that scale • Experience running a function from data in Salesforce, Gainsight or similar • Hands-on experience designing success planning, EBR and value frameworks for enterprise customers • Ability to translate product usage into outcomes executives care about • Ability to identify the problem beneath a feature request and recommend whether to say no, scope down or escalate • Strong product intuition • Executive presence with C-level customer stakeholders and senior internal leaders • Experience negotiating and influencing high-stakes decisions • Proven partnership with Sales, Services, Support and Product • Use of Claude and other leading AI tools • Understanding of agentic workflows and MCP-based integrations • Clear point of view on how AI is changing the Customer Success role • Ability to learn systems before changing them, take feedback, and disagree and commit • Strongly preferred: experience leading customers through usage-based or consumption pricing and tying variable consumption back to delivered value

🏖️ Benefícios

• Regular employees may be eligible for commissions or bonus programs (target included in OTE) • Equity • Benefits • Accommodations throughout the hiring process

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