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Role Description

This role offers a unique opportunity to lead and shape customer success at scale for a high-growth, AI-driven communications platform. You will own retention, expansion, and overall customer value across a diverse North American portfolio, including complex mobile operator and enterprise accounts. The position combines strategic leadership with hands-on execution, requiring the design of scalable engagement models, coaching of high-performing teams, and collaboration across Sales and Product organizations. You will establish metrics, processes, and systems that drive Net Revenue Retention and account growth, while fostering strong executive relationships.

• Own Net Revenue Retention (NRR) and Gross Retention across North America, ensuring accurate forecasting and predictable revenue growth.
• Serve as the senior point of contact for strategic mobile operator and enterprise accounts, building executive relationships across commercial, technical, and procurement teams.
• Identify and execute upsell and cross-sell opportunities, leading churn mitigation and renewal activities.
• Design and implement engagement models across customer segments, from high-touch strategic accounts to scaled SMB programs, improving onboarding, adoption, and QBR cadence.
• Lead, coach, and develop a lean team of Customer Success Managers, driving performance accountability and preparing future leaders.
• Establish disciplined, repeatable processes to enhance commercial acumen, accountability, and operational efficiency without overbuilding infrastructure.
• Collaborate with Sales and Product teams to ensure Customer Success operates as a strategic partner, influencing product adoption, account growth, and overall customer satisfaction.

Qualifications

• 7–10 years of experience in Customer Success, Strategic Account Management, or related post-sale roles, with 2+ years leading a Customer Success organization.
• Demonstrated success owning or influencing Net Revenue Retention (NRR) and renewal forecasting in a Sales-led environment.
• Experience managing complex enterprise or telecom/mobile operator accounts, with the ability to influence senior stakeholders.
• Builder mindset with ability to create scalable systems and accountability in lean, growth-stage environments.
• Data-driven, with strong operational instincts to balance strategic leadership with systematic approaches to customer health, risk identification, and expansion.
• Proven ability to lead, coach, and develop high-performing teams, elevating commercial acumen and accountability.
• Excellent judgment in navigating ambiguity, prioritizing competing initiatives, and delivering high-quality outcomes under limited resources.
• Strong executive presence, communication, and collaboration skills across cross-functional teams.

Benefits

• Base salary: $140,000 – $215,000, commensurate with experience and location
• Bonus: Up to 20% of base salary, based on performance
• Equity compensation: aligned with impact and company growth
• Employer-sponsored medical, dental, and vision coverage, including 50% dependent coverage
• Health, flexible spending, and dependent care accounts
• Life, AD&D, and accident coverage; company-paid life and long-term disability
• 401(k) plan with 3% company match
• Flexible vacation policy, paid company holidays, and paid parental leave
• Work-from-home equipment stipend
• Annual $1,000 learning & growth allowance and $1,000 charitable donation matching
• Regular team lunches and a collaborative, people-centric culture