Customer Success Director — AI Scale & Enterprise

Lightning AI; New York (NY); Hybrid; USD 235,000 - 270,000; Full time

Benefits offered by this job

Comprehensive Health Coverage

Meaningful Equity

401(k) matching

Unlimited PTO

Winter Break

Parental & Family Leave

Learning & Development allowance

Wellness stipend

Sabbatical program

Flexible work

In-office meals

Job summary

Lightning AI is seeking a Customer Success Director to build and lead a customer success motion that helps customers adopt faster, expand with confidence, and renew as the product becomes mission-critical. This role is strategic and hands-on: you will lead people, own outcomes, create durable systems, and partner across Revenue, Product, Engineering, and Support to make success repeatable.

You will lead a team of CS Managers or Technical Account Managers, own health and renewal readiness, and

Qualifications

• 8+ years in customer success, account management, or post-sales leadership.
• 3+ years managing teams.
• Experience leading CS motions for technical, enterprise, or consumption-based products.
• Strong communication and executive presence with customers and internal leadership.

Responsibilities

• Lead and develop a team of Customer Success Managers and/or Technical Account Managers.
• Own customer health, adoption, retention, expansion, renewal readiness, and executive relationships.
• Build scalable CS operating rhythms: onboarding, success planning, health scoring, renewal forecasting, escalations.
• Partner with Sales to create a post-sale motion driving retention and early expansion.
• Collaborate with Product and Engineering to translate customer patterns into roadmap feedback.
• Create a proactive, technically curious, commercially aware customer success culture.
• Coach teams through escalations to strengthen long-term relationships.
• Develop repeatable onboarding, use-case expansion, renewal prep, and adoption acceleration playbooks.

Skills

Customer success leadership

Team leadership

Executive presence

Cross-functional collaboration

Strategic thinking

Communication

Job description

Lightning AI is seeking a Customer Success Director to build and lead a customer success motion that helps customers adopt faster, expand with confidence, and renew as the product becomes mission-critical. This role is strategic and hands-on: you will lead people, own outcomes, create durable systems, and partner across Revenue, Product, Engineering, and Support to make success repeatable.

You will lead a team of CS Managers or Technical Account Managers, own health and renewal readiness, and