Aisera · 1 month ago
Director of Customer Success
Palo Alto
Full-time
Onsite
Director/Executive
$175K/yr - $210K/yr
10+ years expAisera is a leading provider of AI Copilot solutions, specializing in business transformation through automation. The Director of Customer Success will engage with executives at strategic customer accounts, driving adoption and Net Revenue Retention while leading a high-performing team.
Artificial Intelligence (AI)Cloud Data ServicesEnterprise ApplicationsGenerative AIInformation TechnologyMachine LearningNatural Language ProcessingSales Automation
Responsibilities
Serve as the executive sponsor for strategic accounts, driving adoption, business outcomes, and measurable ROI
Lead, mentor, and scale a Customer Success team—acting as a player-coach by directly managing key customer relationships
Own Net Revenue Retention (NRR) and Expansion by partnering with Sales on upsell and cross-sell motions
Develop and operationalize customer success playbooks that scale across ITSM, HR, Customer Service, and AIOps domains
Drive value realization through automation metrics (deflection %, MTTR reduction, CSAT lift, workflow coverage)
Establish executive-level success plans and QBRs to align with customer transformation goals
Build customer health telemetry and dashboards to proactively manage adoption and renewal risks
Partner with Product to channel customer feedback into roadmap prioritization, particularly around LLM governance, agent workflows, and integrations
Evangelize customer success stories internally and externally, building a library of measurable impact and automation outcomes
Collaborate with ecosystem partners (ServiceNow, Microsoft, Salesforce, etc.) to accelerate time-to-value and ensure seamless integrations
Qualification
Required
10+ years of experience in Customer Success, Professional Services, or Strategic Account Management for enterprise SaaS
5+ years of leadership experience managing and scaling high-performing customer-facing teams
Demonstrated success driving expansion and NRR within a portfolio of enterprise accounts
Strong executive presence and communication skills; proven ability to lead C-level conversations around AI, automation, and digital transformation
Deep experience in enterprise software adoption—ITSM, HR, Customer Experience, or AIOps strongly preferred
Familiarity with AI/ML, Generative AI, and automation technologies, with the ability to translate technical capabilities into business value
Proven ability to develop and operationalize customer health frameworks, playbooks, and metrics
Hands-on leadership style: thrives in front of customers while building scalable team processes
Bachelor's degree required; advanced degree a plus
Company
Aisera
Aisera’s Agentic AI platform automates enterprise service management operations across the enterprise.
201-500 employees
H1B Sponsorship
Aisera has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (28)
2023 (17)
2022 (15)
2021 (17)
2020 (8)
Funding
Current Stage
Late StageTotal Funding
$164.5MKey Investors
Icon VenturesNorwest
2025-11-04Acquired
2022-08-03Series D· $90M
2020-12-11Series C· $40M
Leadership Team
Jeff Risberg
Principal Architect
Recent News
Norwest
2025-12-30
2025-12-05
Company data provided by crunchbase