Director, Customer Success

🕒 October 20

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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People.ai

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

People. ai is a company that revolutionizes revenue strategies using artificial intelligence (AI). They offer a comprehensive solution, SalesAI, which integrates generative AI to automate tasks, assess account health, and provide coaching recommendations. Their platform enhances customer relationship management (CRM) through automated data capture and analysis, making sales processes more efficient. People. ai serves industries such as high tech, life sciences, and telecommunications, aiming to optimize go-to-market (GTM) strategies and improve revenue outcomes for sales, revenue operations, enablement, and marketing teams.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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