Director of AI Customer Success - Customer Data Platform

Uniphore Technologies North America Inc; Palo Alto (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Pre-IPO stock options

Medical, dental, vision benefits

401(k) with match

Generous paid time off

Job summary

Uniphore seeks a Director of AI Customer Success in Palo Alto to partner with enterprise clients, guiding AI adoption and ROI realization. You will lead executive conversations, shape success plans and coordinate with Product, Engineering and Delivery to ensure scalable AI outcomes.

Ideal candidates bring 8–10+ years in enterprise tech, strong C-Suite experience, and proven SaaS growth across healthcare, finance, manufacturing, or retail sectors. Travel up to 25% may be required.

Qualifications

• 8–10+ years in consulting, customer success or professional services in enterprise tech (CDP focus).
• 3–5+ years with AI products/services in advisory or delivery roles.
• 5+ years engaging with C-Suite executives.
• Proven ROI delivery and retention results.
• Experience with cloud platforms (AWS/Azure/GCP) and AI services.

Responsibilities

• Serve as primary contact for enterprise customers and strategic advisor on AI adoption.
• Lead executive-level relationships and successful ROI projects.
• Collaborate with Product/Engineering to improve SaaS telemetry and health insights.
• Develop tailored success plans aligning AI capabilities with client goals.
• Drive adoption, expansion and renewal through strategic planning and reviews.

Skills

CDP industry expertise

Executive client engagement

AI strategy

SaaS adoption & ROI

Cross-functional leadership

Enterprise tech solutions

Martech & Adtech knowledge

Cloud platforms (AWS/Azure/GCP)

ROI measurement

Education

Bachelor's degree in business/CS/engineering/data science

Master's degree

MBA preferred

Job description

Job Overview

Director of AI Customer Success (Uniphore). Join Uniphore’s Customer Success team as a strategic advisor to enterprise clients, focusing on the Customer Data Platforms (CDP) vertical of Martech and Adtech solutions. This role blends executive-level client engagement, AI expertise, and consulting experience to deliver successful AI adoption, value realization and long‑term ROI.

Key Responsibilities

• Serve as the primary point of contact for Uniphore’s Enterprise Customers.
• Lead customer strategy and the Customer Success Journey, driving outcomes by developing and tracking metrics such as Value Realization, gross renewal rate, net retention, adoption, churn rate and customer health score.
• Collaborate with Product and platform teams to enhance SaaS telemetry and gain real‑time insight into customer health.
• Maximise customer adoption, satisfaction and long‑term value through technical expertise and customer‑facing skills.
• Own executive‑level relationships with key enterprise clients, acting as a trusted advisor for AI strategy, implementation and ROI.
• Lead complex, cross‑functional customer engagements deploying AI and data‑driven solutions across business functions.
• Develop tailored success plans and roadmaps that align AI capabilities with client business objectives.
• Partner with Sales, Product, Engineering and Delivery teams to ensure seamless implementation and continuous improvement.
• Drive adoption, expansion and retention through strategic planning, outcome tracking and executive business reviews.
• Establish best practices for enterprise customer success from onboarding to renewal, focusing on scalable AI impact.
• Serve as an internal and external thought leader on AI use cases, responsible AI practices and digital transformation strategies.
• Advise product teams on roadmap decisions based on client needs and market trends.
• Champion the broader Uniphore Business AI Cloud Platform within the portfolio, promoting deep data and AI capabilities that enable business transformation.
• Report to the U.S. VP of Customer Success.

Required Qualifications

• 8‑10+ years in consulting, customer success or professional services, specifically in enterprise technology solutions in the CDP industry (Martech & Adtech).
• 3‑5+ years of experience working directly with AI products, platforms or services in an advisory or delivery capacity.
• 5+ years of engagement with C‑Suite executives in both informal and formal settings.
• Consistent record of delivering ROI, exceeding retention and customer satisfaction targets.
• Proven ability to manage complex client relationships and multi‑stakeholder engagements, delivering measurable outcomes.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing or retail where AI has significant business impact.
• Track record of CDP AI consultancy and driving SaaS growth and adoption.
• Deep understanding of CDP AI solution architectures, business applications and change management for customer adoption.
• Strategic thinker with strong executive communication and client‑facing presence.
• Experience with cloud platforms (AWS, Azure, GCP) and AI services (OpenAI, TensorFlow, Hugging Face, etc.).
• Familiarity with enterprise software delivery lifecycles, success metrics and ROI frameworks.
• Exceptional organizational, presentation and communication skills, both verbal and written.
• Client‑centric and empathetic – listens actively, anticipates issues and identifies opportunities.
• Bachelor’s or master’s degree in business, computer science, engineering, data science or related field; MBA or advanced degree preferred.
• Ability to travel up to 25% of the time.

Preferred Qualifications

• Fluency in the Martech and AdTech ecosystems, with extensive experience navigating marketing stacks and advertising tech.
• Hands‑on experience (6‑10 years) with CDPs for B2B and B2C brands, driving activation of unified customer journeys across channels.
• Track record of scaling and optimizing CDP adoption, turning technology into measurable outcomes.
• Ability to translate complex tools into clear, actionable strategies for enterprise clients.
• Proven success advising clients on data‑driven marketing to directly impact KPIs like acquisition cost, engagement, retention and revenue lift.
• Experience partnering with marketers, media teams and product leaders to implement scalable SaaS solutions that generate results.

Benefits & Location

Competitive base pay with annual incentive tied to target achievement, pre‑IPO stock options, and comprehensive benefits including medical, dental, vision, 401(k) with match and more. Generous paid time off, paid holidays, paid day off for birthdays and additional paid leave to support employees in all life phases.

Location Preference: USA – CA – Palo Alto.

EEO Statement

Uniphore is an equal‑opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status and other protected characteristics.