Uniphore · 20 hours ago
VP, Customer Success
Palo Alto, CA
Full-time
Onsite
Director/Executive
$212K/yr - $292K/yr
10+ years expUniphore is one of the largest B2B AI-native companies, driving business outcomes across multiple industry verticals. They are seeking a Vice President of Customer Success to lead the global post-sales customer journey, focusing on customer value, retention, expansion, and advocacy.
Artificial Intelligence (AI)Computer VisionEnterprise SoftwareGenerative AIMachine Learning
Responsibilities
Own the end-to-end post-sales customer journey—including onboarding, enablement, adoption, renewal, expansion, and advocacy—setting the strategy and operating model that deliver measurable customer outcomes and long-term retention
Build, lead, and scale a high-performing global Customer Success organization (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes, and operating rhythms that drive consistency and impact
Define and execute a data-driven Customer Success roadmap—developing playbooks, health models, and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion
Serve as executive sponsor for strategic accounts—cultivating C-suite relationships, guiding executive business reviews, and resolving escalations to protect and grow enterprise partnerships
Partner cross-functionally with Sales, Delivery/Services, Product, Engineering, and Marketing to ensure seamless handoffs, accelerate time-to-value, and channel the voice of the customer into product and go-to-market decisions
Implement and optimize Customer Success tools and systems to capture product usage, value realization, and customer feedback—connecting outcomes to contractual commitments and informing forecasting
Recruit, mentor, and develop CS leaders and ICs—building a culture of accountability, customer empathy, and continuous improvement through coaching, enablement, and performance management
Track, analyze, and report on retention, expansion, and advocacy metrics—owning forecasts for gross and net revenue retention, identifying trends and opportunities, and communicating progress and recommendations to senior leadership
Qualification
Required
10+ years of experience in Customer Success, Account Management, or related roles, including 5+ years in senior leadership building and scaling a global CS organization (CSMs, Support, Onboarding, Enablement)
Proven success leading Customer Success in B2B SaaS or AI-driven technology, driving enterprise retention, expansion, and advocacy across complex, data-centric products
Exceptional leadership, communication, and executive presence; comfortable engaging at the C-suite and influencing senior stakeholders
Data-driven operator who defines and manages KPIs, customer health scores, and voice-of-customer programs to improve adoption, renewals, and expansion outcomes
Demonstrated ability to build CS infrastructure from the ground up—processes, playbooks, and tooling—and to coach and develop high-performing teams
A growth mindset and true flexibility; thrives in a fast-moving, high-growth environment while fostering accountability, customer empathy, and continuous improvement
Deep cross-functional collaboration experience with Sales, Delivery/Professional Services, Product, Engineering, and Marketing; familiarity with AI/ML (including generative/agentic AI), data governance, and model lifecycle management
Preferred
Experience with contact center and marketing functions is a plus
Benefits
Annual incentive opportunity based on target achievement
Pre-IPO stock options
Benefits including medical, dental, vision, 401(k) with a match
Generous paid time off
Paid holidays
Paid day off for your birthday
Other paid leave policies to support employees through all phases of life
Company
Uniphore
Uniphore is a business-software company that provides a secure AI platform that deploys agentic AI across every enterprise function.
501-1000 employees
H1B Sponsorship
Uniphore 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 (6)
2024 (5)
2023 (5)
2022 (11)
Funding
Current Stage
Late StageTotal Funding
$880.88MKey Investors
New Enterprise AssociatesSorenson CapitalMarch Capital
2025-10-22Series F· $260M
2022-01-28Series E· $400M
2021-03-26Series D· $140M
Leadership Team
Ravi Saraogi
Co-Founder and President (APAC)
Balaji Raghavan
Chief Technology Officer
Recent News
2025-12-28
thesaasnews.com
2025-11-15
Company data provided by crunchbase