Head of Customer Success – VP Level

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2 days ago

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Private AI

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Artificial Intelligence • Cybersecurity • Compliance

Private AI is a technology company specializing in privacy solutions, focusing on the de-identification of personally identifiable information (PII) in text, files, and audio across multiple languages. Their solutions are used by various industries including banking, insurance, and pharmaceuticals to comply with privacy regulations like GDPR and HIPAA. Private AI's products, such as PrivateGPT, leverage large language models to maintain data privacy while harnessing AI capabilities. Their offerings are designed to operate on-premises or in the cloud, providing high accuracy in data anonymization and de-identification.

11 - 50 employees

🤖 Artificial Intelligence

🔒 Cybersecurity

📋 Compliance

📋 Description

• Build a proactive account management function with clear ownership of post-sale relationships. • Set expansion quotas alongside retention metrics and develop account planning frameworks focused on growth opportunities. • Deploy automated health scoring based on usage patterns, feature adoption, support sentiment, and engagement. • Create intervention playbooks and lead weekly account reviews to catch churn risk early. • Own the customer journey from signature to first value. Implement readiness assessments, 30/60/90-day success milestones, and celebrate early wins to maintain momentum. • Design and enforce a seamless handoff process—standardized templates, warm handoff meetings, shared context repositories, and a 30-day overlap period with Sales. • Transform QBRs from status updates into value-delivery sessions with insights, benchmarks, and actionable recommendations. • Build differentiated SLAs by customer tier, establish clear escalation paths, and implement tools to increase support capacity. • Develop the CS team, (Director of CS + Solutions Engineer); Own the CS tech stack and build the playbooks that scale.

🎯 Requirements

• 7–12+ years in B2B SaaS with direct ownership of retention and expansion at Series A–B • Deep customer success and account management experience (health scoring, QBRs, renewal playbooks, expansion motions) • Strong operational instincts (segmentation, tiering, automation, dashboards) • Proven ability to build and lead teams from early stage • Builder's mindset: clear priorities, proactive engagement, bias to action

🏖️ Benefits

• Competitive salary + meaningful equity • Health/dental/vision, flexible PTO, remote-friendly • A direct line to the CEO and real influence on company strategy • The chance to build the customer success function from first principles—proactive, measurable, and customer-obsessed