Agent Strategist

Vapi; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Excellent equity ownership

Comprehensive health coverage

Flexible time off

Catered meals

Job summary

A forward-thinking tech company in San Francisco is looking for a Customer Success Manager to oversee enterprise accounts. The role involves building trusted relationships, conducting health audits, and identifying renewal and expansion opportunities. The candidate should have over 5 years of experience in customer success, and strong stakeholder management skills, and be able to engage with C-level executives. This position also offers a competitive salary and equity ownership.

Qualifications

• 5+ years in customer success, technical account management, or solutions consulting.
• Experience with enterprise accounts ($100K+ ACV) and complex deployments.
• Strong stakeholder management skills, engaging VP and C-level executives.

Responsibilities

• Own a portfolio of enterprise accounts and build relationships.
• Perform health audits and align with internal teams for deployment.
• Drive renewal conversations and identify expansion opportunities.

Skills

Customer success expertise

Technical account management

Stakeholder management

API fluency

Organization skills

Job description

• 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
• Try talking to Vapi now!

Vapi (/ˈVɑːpi/)

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