Agent Strategist - NYC

Vapi; New York (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Equity ownership

Comprehensive health coverage

Flexible time off

Catered meals

Job summary

Vapi, based in New York City, is looking for a dedicated post-sales leader to drive customer retention and expansion in complex B2B SaaS environments. Ideal candidates will have 5+ years of experience in customer success or technical account management, managing enterprise accounts over $100K ACV. Responsibilities include owning a portfolio of accounts, aligning with internal teams, and driving renewal and expansion strategies. Vapi offers competitive salary, equity ownership, health coverage, and a supportive team culture.

Qualifications

• 5+ years in customer success, technical account management, or solutions consulting.
• Experience managing enterprise accounts with complex deployments.
• Strong stakeholder management skills.

Responsibilities

• Build trusted relationships with key stakeholders.
• Audit current account metrics and alignment with internal teams.
• Drive renewal conversations and identify expansion opportunities.

Skills

Customer success management

Stakeholder management

Technical fluency

Organizational skills

CRM hygiene

Job description

Vapi (/ˈVɑːpi/):

• We’re creating the shift to voice as humanity’s default interface

• We’re the most configurable platform for deploying voice agents

• We’ve grown to over 600k developers in two years, adding 2,000+ every day

Why We’re Hiring This Role:

• As Vapi scales its enterprise footprint, we need strong post-sales ownership to drive retention, expansion, and long-term customer value.

• Enterprise deployments are complex and cross‑functional, requiring a single‑threaded leader to orchestrate execution and outcomes.

• This role will help define and scale our post‑sales engagement model while directly impacting Net Revenue Retention.

What You’ll Do:

• 30 Day:

  • Take ownership of a portfolio of enterprise accounts and build trusted relationships with key stakeholders.

  • Deeply understand each customer’s deployment architecture, use cases, and success criteria.

  • Audit current health metrics, renewal timelines, usage patterns, and engagement cadence.

  • Align with FDE, CSE, Sales, and Product on open workstreams and deployment priorities.

• 60 Day:

  • Establish a structured cadence of weekly, biweekly, or monthly syncs based on account tiering.

  • Implement proactive health monitoring using usage data, stakeholder engagement, and sentiment signals.

  • Begin identifying renewal risks and expansion signals across your portfolio.

  • Deliver structured QBRs for Tier 1 and Tier 2 accounts with executive‑ready reporting.

• 90 Day:

  • Drive renewal conversations beginning 120 days out and partner with AEs on commercial strategy.

  • Surface qualified expansion opportunities supported by usage data and deployment success metrics.

  • Enforce service tier boundaries and protect the integrity of the engagement model.

  • Contribute to refining post‑sales playbooks, documentation standards, and tooling as the function scales.

Who You Are:

• 5+ years in customer success, technical account management, or solutions consulting at a B2B SaaS or API‑first company.

• Experience managing a portfolio of enterprise accounts ($100K+ ACV) with complex deployments and integrations.

• Strong stakeholder management skills with the ability to engage VP and C‑level executives.

• Technically fluent enough to discuss APIs, integrations, deployment workflows, and architecture without needing to write code.

• Experienced in renewal and expansion motions and comfortable building commercial narratives.

• Highly organized with strong CRM hygiene, documentation habits, and follow‑through.

• Comfortable operating in ambiguity and helping build process in a high‑growth environment.

• Bonus: Experience in voice, conversational AI, telephony, contact center technology, or AI/ML products.

Why Vapi:

• Generational impact: Build the human interface for every business

• Ownership culture: 70% of the company are previous founders

• Kind team: The founders, Jordan and Nikhil, are Canadians

• Tier‑1 Investors: YC, KP seed, Bessemer Series A

What We Offer:

• Real stake: We offer a competitive salary and excellent equity ownership

• Comprehensive health coverage: medical, dental, and vision plans

• Team love: We love hanging out, and we do quarterly off‑sites

• Flexible time off: take what you need

• More: catered meals, transportation, gym, and a $10k annual L&D budget