Senior Director of Customer Success

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies. 

Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

The Role: 

We are seeking a dynamic and results-driven Customer Success Leader to join our rapidly growing team at Aisera. As a Customer Success Leader, you will be responsible for developing and implementing strategies that drive customer engagement, retention, and growth. You will play a crucial role in ensuring our clients maximize the value of our AI/ML solutions. Your primary responsibility will be to foster strong client relationships, advocate for their success, and lead a team of customer success managers to deliver exceptional service. This position may require occasional travel to meet with customers or attend industry events.

This role is based out of our Palo Alto, CA office.

Responsibilities:

Team Leadership:

• Recruit, train, and manage a team of customer success professionals.
• Set clear goals and performance expectations for the team and provide regular feedback and coaching.
• Build playbooks and frameworks to ensure the success of the customer.

Customer Relationship Management:

• Build and maintain strong, long-term relationships with key customers.
• Serve as the primary point of contact for escalated customer issues and ensure timely resolution.
• Lead renewals for all accounts 

Customer Success Strategy:

• Develop and execute customer success strategies that align with business goals and objectives.
• Define KPIs and metrics to measure and track customer success and team performance.

Account Management:

• Identify growth opportunities within existing customer accounts and collaborate with sales teams to upsell or cross-sell products or services.
• Ensure customers are getting value from their purchases and renewing subscriptions or contracts.

Customer Advocacy:

• Promote customer advocacy and references through case studies, testimonials, and referrals.
• Solicit and manage customer feedback to improve products and services.

Product Knowledge:

• Develop a deep understanding of the company's products and services to effectively communicate their value to customers.
• Provide product training and guidance to customers as needed.

Data Analysis:

• Analyze customer data to identify trends and areas for improvement in customer satisfaction and success.
• Use data to make informed decisions and drive proactive customer engagement.

Communication:

• Maintain open and clear communication channels with customers to address questions, concerns, and feedback.
• Develop and distribute relevant resources, updates, and newsletters to customers.

Basic Qualifications:

• 8+ years of proven experience in customer success, or a related role.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and negotiation skills.
• Data-driven with the ability to use data for decision-making.
• Proficiency in CRM and customer success software.
• Deep understanding of the industry and the company's products and services.
• Problem-solving and conflict resolution skills.
• Customer-centric mindset and a genuine commitment to customer success
• Knowledge of Gainsight is highly desirable
• Bachelor's degree in business, marketing, or a related field (master’s preferred).

Preferred Qualifications:

• Startup experience
• Enterprise SaaS experience 

Aisera is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.

Compensation:

At Aisera, we strive to design equitable and explainable compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.

Base Salary: $175,000-$225,000

This role may also be eligible for benefits, bonuses, and equity.

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