Overview In this role, you guide and develop a team of AI-focused customer success professionals while owning a strategic portfolio of Mid-Market and Enterprise accounts. You optimize AI workflows, reduce caller friction, and translate usage data into compelling ROI stories for executive audiences. You bridge technical AI performance with business outcomes, influencing product and onboarding teams to improve adoption and retention. This is a hands-on leadership position that blends mentorship with strategic account stewardship to drive long-term value.
Responsibilities- Lead and develop a team of AI-focused customer success professionals, focusing on AI optimization and data translation
- Manage a high-impact portfolio of Mid-Market and Enterprise accounts, aligning AI solutions with client objectives
- Analyze client operations to optimize call routing, scheduling, and AI configurations to maximize receptionist utilization
- Create data-driven ROI stories and executive-ready QBRs that demonstrate cost savings and revenue uplift
- Identify health risks and implement repeatable playbooks to reduce churn and improve net retention
- Act as a feedback loop to Product, Engineering, Onboarding, and Sales to influence roadmap and improve implementation
Key requirements- 3+ years in SaaS Customer Success, Account Management, or consultative roles with team leadership experience
- Hands-on experience configuring telephony, call routing, conversational AI, or scheduling workflows
- Strong data literacy with ability to translate usage metrics into ROI for executives
- Experience managing complex multi-location accounts and advising stakeholders
- Excellent verbal and written communication skills
- empathy
- strategic thinking
- clear communication
- telephony/configuration
- conversational AI
- call routing and scheduling workflows
