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Private AI · 1 month ago

Head of Customer Success (VP Level)

United States

Full-time

Remote

Director/Executive

7+ years exp

Private AI is a venture-backed Series A company looking for a hands-on customer success leader to drive retention, expansion, and customer outcomes. The role involves partnering closely with the CEO and sales to transform customers into advocates and ensure account growth through proactive management and strategic engagement.

Artificial Intelligence (AI)Cloud Data ServicesCloud SecurityCyber SecurityData GovernanceMachine LearningNatural Language ProcessingSecuritySoftware

Responsibilities

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

Maintain executive sponsorship through ROI dashboards and roadmap previews

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

Set and hit quarterly retention and expansion targets with the CEO and sales leader

Run weekly account reviews; prioritize at-risk customers and expansion opportunities

Partner with Sales on handoffs and with Product on customer feedback loops

Coach your team on strategic account management and difficult customer conversations

Share crisp retention insights and next actions each week

Qualification

B2B SaaS experienceCustomer success leadershipRetentionExpansionOperational instinctsAccount management experienceTeam buildingCustomer engagementTechnical product experienceCS platforms implementation