Customer Success Lead

Giga; San Francisco (CA); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

Dinner stipend

401(k) plan

Paid parental leave

Job summary

Giga is seeking a Customer Success Lead to own consumption across a book of roughly 10 production customers, driving usage to meet minimum commitments and expanding beyond them. You will coordinate with Forward Deployed Engineers and Enterprise Sales, acting as the quarterback between teams and customers.

You’ll report to the CEO and shape how customer success operates at Giga, building the function from the ground up and guiding strategic accounts toward long-term value and renewals.

Qualifications

• 5+ years in customer success or account management at a usage-based company.
• Able to read usage data and perform basic SQL or spreadsheet analysis.
• Able to manage executive relationships (VP/SVP level) with Fortune 1000 customers.
• Experience driving consumption, NRR/GRR metrics, and cross-functional timelines.

Responsibilities

• Own consumption plans for roughly 10 production customers from go-live to minimum annual commitment and beyond.
• Quarterback timelines: expand scope, route improvements, and fix blockers with cross-functional teams.
• Be the single point of contact for production escalations and communicate impact and resolution to executives.
• Evangelize product roadmaps and next use cases to drive expansion opportunities with customers.
• Lead monthly value reviews and quarterly business reviews with customer leadership, CEO presence when needed.
• Make consumption visible by tracking usage against commitments and blockers with RevOps.

Skills

Customer success

Account management

SQL

Data analysis

Executive relationship

Tools

Salesforce

Job description

Giga has recently raised a $61M Series A and is working with Fortune 500 customers to deploy the next generation of customer experience - real-time AI agents that can understand emotion, resolve issues instantly, and scale across the world's largest enterprises.

Industry leaders like DoorDash trust Giga with their most complex support and operations workflows across voice, chat, and email, in high-stakes regulated environments where accuracy and compliance matter. We're at an exciting inflection point.

While we've found real commercial success, our ambitions are larger: to become the go-to AI platform for all enterprise automation, powered by our voice superintelligence. The work affects millions of people every day, and our team has the autonomy to make true impact - with brilliant founders, a clear path forward, and the kind of momentum that defines generational companies.

• DoorDash and Giga Partnership

The Role

We're looking for a Customer Success Lead to own consumption across a book of roughly 10 of Giga's production customers. Every enterprise contract we sign carries a minimum usage commitment. Your job is to get each customer to that commitment and past it: more conversations on the agent, more intents live, more channels and business units on Giga. You carry a number for it. You'll own each customer's timeline for getting there, and you'll push on it from both sides: externally, when the customer's team is slow to expand scope or route volume, and internally, when a product bug or a missing capability is what's holding them back. You sit between our Forward Deployed Engineers, who build and tune the agents, and our Enterprise Sales Representatives, who close the deals. You're the quarterback in the middle.

This is the first hire in a function we intend to build. You report to the CEO, you'll work directly with the founders and the revenue leadership team, and you'll define how customer success works at Giga before anyone else joins it.

This is not an FDE role and it's not a renewals desk. You won't be digging through tickets to find the root cause; the FDEs do that. You will know that something needs fixing, what it's costing the customer, and when it has to be done, and you'll drive it there. You'll also be the one telling customers what we're shipping and where the next use case is. When that turns into a real deal, the Enterprise Sales Representative comes back in to run it with you. You own usage and the timeline, they own paper.

What You'll Work On

A few examples from our current roadmap:

• Consumption plans for every account in the book: Build the per-account plan from go-live to the annual minimum and beyond: which intents and channels go live in which month, what volume each one carries, and what has to be true on the customer's side and ours for each date to hold. Track it weekly and act when a week goes flat.
• Quarterbacking the timeline, both directions: Externally, keep the customer's team moving on scope expansion, volume routing, and the approvals that slow them down. Internally, when a product bug or a missing capability is blocking a customer's next step, get it prioritized with FDEs and Product, hold the date, and tell the customer the truth about it. You don't investigate the ticket. You make sure it gets fixed on time.
• Escalations at the right altitude: When something breaks in production, you're the customer's single point of contact. You know what's broken and what it's costing them, you pull in the right FDE, you own the communication up to the customer's executive, and you stay on it until volume is back.
• Evangelizing what's next: Pitch customers on what we're shipping and where the next use case is in their operation. Mine conversation data, Agent KPIs, and their queue metrics to find it, quantify the savings, and get their operating leader interested. When it turns into a real opportunity, bring the Enterprise Sales Representative back in and run it together.
• Executive cadence: Run monthly value reviews and quarterly business reviews with the customer's VP or SVP of Customer Care, Operations, or CX, with our CEO and founders in the room when it matters. The output is a bigger volume plan with dates on it, not a satisfaction score.
• Making consumption visible: Work with RevOps to get usage against commit, and the blockers behind it, in front of the whole revenue org in Salesforce every week.

As the first Customer Success hire at Giga, you'll be expected to build the playbook, not inherit one, and to show the CEO what the function should look like at 30 customers.

How You'll Be Measured

You own a book of roughly 10 production customers and you're paid on two things: every customer in it reaching full value on their commitment, and the book growing past it.

• Gross revenue retention. Every customer in your book consumes their full contracted commitment and renews at or above it. This is the floor, and it's most of the variable.
• Net revenue retention. Usage above commit, new intents, new channels, new lines of business. You find it, quantify it with the customer, and hand a qualified opportunity to the Enterprise Sales Representative to close. They carry the quota credit, you get NRR credit when it lands.
• Leading indicators we watch with you: time from production go-live to run-rate consumption, weekly usage against the ramp plan, and executive engagement on each account.

Compensation is $200,000 to $250,000 on-target earnings depending on experience, split 75% base and 25% variable, plus equity. Variable is paid quarterly, weighted 70% gross revenue retention and 30% net revenue retention across your book, with accelerators above target.

Here's how the number works. Every account in your book has an annual minimum commitment. We divide it into quarterly expected usage, adjusted for the ramp we agreed with the customer at signing, and those quarterly numbers add up to your book target. The GRR component pays on actual usage against that target and on renewals at or above commit. The NRR component pays on usage above commit and on expansion closed in your book, whether or not you sourced it. The Enterprise Sales Representative carries the quota credit on expansion; you earn the NRR credit when it lands.

You Might Be a Fit If You

• Have 5+ years in customer success, technical account management, or account management at a company priced on usage or consumption (API platform, CCaaS, cloud data, AI platform), and have personally carried a consumption, NRR, or utilization number.
• Have taken a customer from go-live to full value on a commit, and past it, and can walk us through it: the number, where it stalled, what you did, what it ended at.
• Read usage data yourself. You build the burn-down, you spot the flat week, and you know why before anyone asks. SQL or serious spreadsheet fluency.
• Speak contact center. Containment, resolution rate, CSAT, AHT, transfer rate, QA scoring. You understand how a VP of Customer Care decides to route more volume to an AI agent, and what makes them stop.
• Can run an executive relationship at a Fortune 1000 (VP or SVP of CX, Operations, or a COO) and a working relationship with their ops and IT teams in the same week.
• Have quarterbacked a cross-functional timeline before: a customer expansion, a migration, a launch, where half the blockers were on your side of the house. You pushed engineers and product on dates without doing their jobs, and you told the customer the truth when a date moved.
• Are comfortable in the seam between engineers and sellers. You've run production escalations with an unhappy customer on one side and an engineer on the other, and kept both. You know the difference between knowing what needs fixing and fixing it, and you stay on your side of that line.
• Would rather ship a ramp plan this week than perfect a QBR deck. High tolerance for ambiguity, low need for process handed to you.
• Use AI tools every day and have worked hands-on with AI agents (voice or chat) in production. You can read a conversation log and tell the FDE what the customer is experiencing, even if you don't know why yet.

Nice to Have

• Came from a company that pays customer success on consumption (Snowflake, Databricks, Twilio, Deepgram, ElevenLabs, Anthropic, OpenAI, or similar).
• Have sold or expanded conversational AI, CCaaS, or contact center automation into insurance, financial services, airlines, retail, or restaurants.
• Have run value reviews that quantified savings and turned directly into a larger commitment.
• $200K to $250K OTE (75% base / 25% variable) + equity
• Dinner stipend
• $500/month wellness & commuter benefit (commute, gym, fitness classes, mental health)
• 401(k) plan
• Paid parental leave (12 weeks maternal, 6 weeks paternal)
• Medical, dental, and vision coverage

Giga is an equal opportunity employer. We're committed to providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.