Director of Customer Success

QumulusAI Inc.; San Francisco (CA); Presencial; USD 210.000 - 270.000; Jornada completa

Descripción de la vacante

QumulusAI in San Francisco is seeking a Director of Customer Success to own the post-sale lifecycle, drive revenue retention, and lead a growing CS team. You will manage executive relationships, oversee renewals and expansions, and partner across Product, Engineering, and Finance to deliver value to enterprise customers.

The role starts as an individual contributor and rapidly grows into people leadership as the business scales, with an emphasis on GPU-focused enterprise accounts and high-value

Formación

• 10+ years in customer success, technical account management, or related roles with leadership experience
• Experience managing enterprise relationships in cloud infrastructure or AI platforms with high-value contracts
• Track record of improving GRR/NRR, renewal rates, and account health
• Strong technical fluency: GPU clusters, networking, storage, Kubernetes, training vs inference workloads
• Excellent written and verbal communication across executive reviews and incident responses

Responsabilidades

• Build and own the post-sale customer lifecycle from onboarding to renewal and expansion
• Define post-sale engagement model end to end with cross-functional teams
• Lead time-to-first-workload and cluster acceptance with Deployment/Cloud Ops
• Monitor customer health, SLA performance, and renewal risk; execute recovery plans
• Lead renewal strategy and upsell motions for strategic accounts
• Run Executive Business Reviews for strategic accounts and partner with Sales and Finance on pricing and contracts
• Travel to key customer sites as needed
• Develop and implement CS tooling and playbooks for customer segments

Conocimientos

Customer Success

Leadership

Account Management

Strategic Renewal

Executive Communication

Technical Fluency

Upsell & Expansion

Cross-functional Collaboration

Herramientas

Gainsight

CRM systems

Cloud/Kubernetes

Descripción del empleo

QumulusAI operates high-performance bare-metal GPU infrastructure at carrier-neutral exchange points, serving AI and ML customers (inference platforms, model developers and compute aggregators) who buy on performance, price and the credibility of our operations. We run our own network, our own fabrics across the latest Ethernet and InfiniBand, and our own control plane across multiple production data centers.

We build at hyperspeed. Rather than wait years for a greenfield campus to come online, we take existing data center capacity that is ready today and put it to work, deploying our own servers, network stack, storage, racks and PDUs, and turning a site up in 90 days. The model is distributed by design, and the long-term goal is to operate in more than a hundred locations.

The Role

The Director of Customer Success builds and owns QumulusAI's post-sale customer lifecycle — from contract signature and cluster acceptance through onboarding, workload migration, production adoption, renewal, and expansion. This leader is accountable for gross and net revenue retention, upsell revenue within the existing customer base, customer health, and the executive relationships that keep multi-year GPU commitments renewing and growing.

This role starts as an individual contributor and moves quickly into people leadership as QumulusAI scales. From day one the Director personally owns the most strategic accounts and sets the Customer Success strategy and operating model; as the customer base grows, they hire and develop a team of Customer Success Managers and Technical Account Managers. In the AI cloud market, Customer Success is a revenue function, not a support function: the Director must be technically credible enough to sit with a customer's ML engineers on a training-job bottleneck and commercially sharp enough to lead a renewal or capacity-expansion conversation with their CFO the same week.

Core Responsibilities

Customer Success Strategy & Team Leadership

• Build the Customer Success function from the ground up: structure, segmentation (strategic vs. commercial accounts), hiring plan, and career paths for CSMs and TAMs
• Own gross revenue retention (GRR), net revenue retention (NRR), renewal, and expansion targets across the customer base
• Define the post-sale engagement model end to end — from requirements and proof-of-concept sign-off through cluster acceptance, onboarding, production, and renewal
• Balance high-touch coverage for strategic accounts with scalable programs, automation, and self-service resources for the broader base

Onboarding, Adoption & Technical Success

• Drive time-to-first-workload and cluster acceptance on schedule, partnering with Deployment Operations and Cloud Operations on handoff from build to production
• Ensure customers understand and achieve value from their H100, H200, and B300 capacity — utilization, job throughput, and workload performance across training and inference
• Partner with Solutions Engineering to support workload migration, Kubernetes/Slurm orchestration questions, and storage and networking configuration
• Translate customer telemetry, usage patterns, and feedback into prioritized requirements for Product and Engineering

Customer Health, Risk & Escalations

• Establish an account-health framework that combines GPU utilization, platform reliability, SLA performance, support activity, sentiment, and commercial risk
• Proactively identify at-risk accounts — declining utilization, repeated incidents, competitive pressure, or approaching contract end — and run recovery plans
• Own the customer-facing side of major incidents and escalations: clear ownership, fast internal coordination, and executive-level communication with post-incident reviews
• Track and report SLA attainment and service credits in partnership with Cloud Operations and Finance

Renewals, Upsell & Expansion

• Lead renewal strategy and execution for multi-year capacity agreements, starting renewal planning 6-9 months before term end
• Run upsell motions within the existing customer base like an account manager: additional GPU capacity, longer commitment terms, next-generation hardware (e.g., B300 and beyond), storage, networking, and managed services
• Build account plans with whitespace analysis and expansion targets for each strategic customer, and maintain a qualified upsell pipeline in the CRM
• Identify expansion signals (sustained high utilization, capacity constraints, new model programs, next-generation GPU interest) and either close the opportunity directly or hand it to Account Executives with full context
• Partner with Account Executives, Finance, and Legal on pricing, quotes, and contract amendments for expansions and migration-path deals
• Run Executive Business Reviews (EBRs/QBRs) for strategic accounts, using them to surface roadmap fit and expansion opportunities
• Support customer partnership programs such as the Customer Advisory Board, reference customers, and case studies

Operations, Tooling & Reporting

• Select and implement CS tooling (CRM integration, health scoring, success plans) and build playbooks per customer segment
• Report retention, NRR, health, CSAT/NPS, and pipeline of renewals to the Head of Sales and executive team on a monthly and quarterly cadence
• Maintain auditable records of customer commitments, SLA performance, and escalations to support SOC 2, external audits, and public-company reporting
• Travel to key customer sites and QumulusAI data centers as needed

Qualifications

Required

• 10+ years in customer success, technical account management, solutions architecture, or professional services, including 4+ years leading customer-facing teams
• Experience managing enterprise relationships in cloud infrastructure, HPC, IaaS, or AI/ML platforms with multi-year, high-value contracts
• A track record of improving GRR/NRR, renewal rates, and account health through measurable systems — not just relationships
• Strong technical fluency: comfortable discussing GPU clusters, networking (InfiniBand/RoCE), storage, Kubernetes, and training vs. inference workloads with customer engineering teams without a translator
• Strong judgment in high-pressure escalations, with the ability to align internal teams and communicate directly with customer executives
• Proven account management or upsell experience: owning expansion quota or targets, building account plans, and negotiating pricing and contract terms alongside Sales and Finance
• Excellent written and verbal communication across technical incident reviews, executive business reviews, and internal operating reviews

Preferred

• Direct experience at a GPU cloud, neocloud, hyperscaler, or AI infrastructure provider
• Experience as an early Customer Success leader who built the function at a high-growth company
• Familiarity with Slurm, Ray, distributed training, model serving, and cluster benchmarking (NCCL tests, MLPerf)
• Experience with CS platforms (Gainsight, Catalyst, Vitally) and AI-assisted customer operations or health scoring
• Experience supporting both enterprise sales motions and self-serve or developer-led customers
• Exposure to SOC 2, SLA-credit administration, or public-company reporting and controls

What Success Looks Like

First 90 days

• Every active customer has a named owner, a documented success plan, and a baseline health score
• Renewal calendar for all contracts expiring in the next 12 months is built, with risk ratings and owners
• Health-scoring model (utilization, incidents, SLA, sentiment, commercial) is live and reviewed weekly
• Hiring plan for the first CSM/TAM hires is approved and recruiting is underway

First 12 months

• GRR and NRR targets are met, and the annual upsell/expansion revenue target is achieved, tracked separately from new-logo revenue
• At-risk accounts are flagged at least two quarters before renewal and recovery plans are in place
• Time from cluster acceptance to first production workload is measured and trending down
• Strategic accounts receive quarterly EBRs and describe QumulusAI as a long-term infrastructure partner

QumulusAI is building the next generation of AI infrastructure, and we are early enough that the decisions you make will still be how this company operates at a hundred sites.

The base salary range for this role in the San Francisco Bay Area is $210,000-270,000. Actual compensation is based on experience, skills, and location. This role is eligible for uncapped commission and restricted stock units.

QumulusAI is an equal opportunity employer. All qualified applicants will receive consideration without regard to any characteristic protected by law.