EliseAI · 2 weeks ago
Director of Scaled Customer Success | Housing
New York, NY
Full-time
Onsite
Lead/Staff, Director/Executive
$150K/yr - $185K/yr
3+ years expEliseAI is focused on improving the housing and healthcare industries through AI integration. The Director of Scaled Customer Success will work cross-functionally to retain revenue and enhance customer experiences by leading a team of Customer Success Managers and strategizing account plans.
Artificial Intelligence (AI)Business IntelligenceMachine LearningProperty ManagementPropTechReal Estate
Responsibilities
Maintain and support a high performing team of CSMs by providing ongoing coaching and training, and working with each IC to identify and achieve professional development goals
Partner with HR and other leaders to recruit strong mid-market and enterprise CSMs and scale the team as the company grows
Work closely with CSMs to understand customer challenges and pain points, and identify what their goals are for implementing EliseAI throughout their real estate portfolios
Own the success of customers, including onboarding, product adoption and retention
Strategize with our CRO to build, own, and execute account plans
Lead a weekly metrics review to identify opportunities to improve performance
Collaborate with product and engineering to spearhead adoption of new products and features
Support our scaling by building out onboarding and enablement programs for new CSM hires
Proactively identify churn risks and build and execute on playbooks based on learnings
Help clients understand the ROI that EliseAI provides and help them communicate that value internally within their own organizations
Partner with CSMs to drive upsell opportunities for the sales team
Partner with content and design to create training and online webinars to educate all client stakeholders on how to successfully use our solutions
Surface client feedback and ideas to the product and engineering teams for potential new features
Attract top-tier talent to join our driven team
Qualification
Required
Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup
3+ years experience managing a customer success team
A track record in managing risk, forecasting, and identifying growth opportunities
Skilled in navigating cross-functional relationships within a high-growth SaaS environment
Excellent written and verbal communication skills
Strong sense of ownership and eagerness to build and define the customer success function
Ability to communicate candid, constructive feedback with your team
Strong customer-facing and presentation skills with the ability to establish credibility with executives
Willingness to work in person at our office 4-5 days a week
Benefits
Equity in the company
Medical, Dental and Vision premiums covered at 100%
Fully paid parental leave
Commuter benefits
401k benefits
Fitness & home services stipend to cover part of your expenses so you can focus on what matters
A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
Unlimited vacation and paid holidays
We'll cover relocation packages and make the move exciting, not painful!
Company
EliseAI
EliseAI is an AI-driven company that offers automation, streamlining workflows, and unique needs of housing and healthcare operations.
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$391.93MKey Investors
Andreessen HorowitzSapphire VenturesPoint72 Ventures
2025-08-19Series E· $250M
2024-08-14Series D· $75M
2023-06-06Series C· $35M
Leadership Team
Minna Song
Cofounder & CEO
Recent News
2026-01-22
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-20
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