Director of Customer Success - AI

Uniphore Technologies North America Inc; Palo Alto (CA); Presencial; USD 187.000 - 257.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

401(k) with match

Generous paid time off

Paid holidays

Additional paid leave

Descripción de la vacante

Uniphore Technologies North America Inc seeks a Director of AI Customer Success to advise enterprise clients, blending executive engagement with deep AI expertise for value realization. You will lead complex deployments, set success plans, and drive adoption across functions while partnering with Sales, Product, and Engineering to optimize outcomes.

The role requires extensive enterprise experience, cloud AI proficiency, and the ability to travel.

Formación

• 10+ years in consulting, customer success, or professional services for enterprise tech.
• 5+ years with AI products, platforms, or services in advisory or delivery roles.
• Experience engaging with C-suite executives in enterprise settings.
• Record of delivering ROI, retention, and customer advocacy targets.
• Experience with cloud AI platforms and enterprise software lifecycles.
• Willingness to travel ~25% and work with LATAM customers.

Responsabilidades

• Serve as primary contact for enterprise customers, shaping strategy across success journey.
• Drive outcomes with metrics like value realization, renewal rate, and retention.
• Collaborate with Product/Platform teams to improve SaaS telemetry and insights.
• Lead complex AI/data-driven deployments across business functions.
• Develop tailored success plans and roadmaps aligned to client objectives.
• Partner with Sales, Product, Engineering and Delivery teams for seamless implementation.
• Champion AI cloud platform adoption and responsible AI practices.

Conocimientos

Executive communication

Strategic thinking

Client-facing

AI expertise

Cloud platforms

Enterprise SaaS

Spanish bilingual

Educación

Bachelor’s or master’s in Business/CS/Engineering/Data Science

MBA or advanced degree preferred

Herramientas

AWS

Azure

GCP

OpenAI

TensorFlow

Hugging Face

Descripción del empleo

Job Summary

As a member of Uniphore’s Customer Success team, the Director of AI Customer Success serves as a strategic advisor to enterprise clients, blending executive-level engagement, deep AI expertise, and a consulting background to ensure successful delivery, adoption, and long-term value realization of AI solutions.

Key Responsibilities

• Serve as the primary point of contact for Uniphore’s Enterprise Customers, leading customer strategy across the Customer Success Journey.
• Drive customer success outcomes by developing Key Success Metrics such as Value Realization, Gross Renewal Rate, Net Retention, Adoption, Customer Health, Churn Rate, and Customer Health Score.
• Collaborate with Product and Platform teams to improve SaaS telemetry and gain real‑time understanding of the pulse of the customer.
• Drive adoption, satisfaction, and long‑term value by combining technical expertise with customer‑facing skills.
• Own executive‑level relationships with key enterprise clients, serving as a trusted advisor for AI strategy, implementation, and value realization.
• Lead complex customer engagements focused on deploying AI and data‑driven solutions across business functions.
• Develop tailored success plans and roadmaps that align AI capabilities with customer business objectives.
• Partner with Sales, Product, Engineering, and Delivery teams to ensure seamless implementation and continuous improvement.
• Drive customer adoption, expansion, and retention through strategic planning, outcomes tracking, and executive business reviews.
• Establish best practices for enterprise customer success, from onboarding to renewal, with a focus on scalable AI impact.
• Serve as a thought leader internally and externally on AI use cases, responsible AI practices, and digital transformation strategies.
• Provide feedback to product teams to influence the roadmap based on client needs and industry trends.
• Champion Uniphore’s Business AI Cloud Platform within your portfolio, driving adoption of deep data and AI capabilities that enable business transformation.

Required Qualifications

• 10+ years of experience in consulting, customer success, or professional services, focusing on enterprise technology solutions.
• 5+ years of experience working directly with AI products, platforms, or services in an advisory or delivery capacity.
• 5+ years of experience engaging end users through C‑Suite Executives in both casual and formal professional settings.
• Consistent record of accomplishment in delivering ROI, exceeding retention, customer satisfaction, and advocacy targets.
• Proven ability to manage complex client relationships, lead multi‑stakeholder engagements, and deliver measurable outcomes.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing, or retail where AI has significant business impact.
• Track record of AI consultancy and driving growth and adoption of SaaS solutions.
• Deep understanding of AI solution architectures, business applications of AI, and change management related to AI adoption.
• Strong strategic thinking, executive communication, and client‑facing presence.
• Experience working with cloud platforms (AWS, Azure, GCP) and AI services (e.g., OpenAI, TensorFlow, Hugging Face).
• Familiarity with enterprise software delivery lifecycles, success metrics, and ROI frameworks.
• Exceptional organizational, presentation, and communication skills, both verbal and written.
• Bilingual in Spanish and willing to work with LATAM customers.
• Ability to travel at least 25% of the time.
• Bachelor’s or master’s degree in Business, Computer Science, Engineering, Data Science, or related field (MBA or advanced degree preferred).

Preferred Qualifications

• Experience guiding large organizations through complex, cross‑functional AI journeys that transform customer experience, operations, sales, or back‑office functions.
• Demonstrated ability to design AI solutions that drive efficiency, boost revenue, reduce costs, and improve decision‑making.
• Strong understanding of enterprise KPIs and the ability to align AI capabilities with C‑suite priorities.
• Strategic advisor experience, working closely with business and technical leaders to uncover AI opportunities, build roadmaps, and lead large‑scale change.
• Comfort navigating stakeholder complexity and influencing across IT, operations, marketing, and product teams.
• Deep knowledge of conversational AI, workflow automation, predictive analytics, and emotion AI, and how to design, integrate, and scale solutions within complex enterprise systems.
• Proven ability to partner with customers beyond implementation, monitoring performance, driving continuous improvement, and uncovering new use cases.
• Track record of turning AI from a pilot project into a core component of operational strategy and growth.

Hiring Range and Location

Salary: $186,900 – $257,000 (USA – CA – Palo Alto). Base pay plus annual incentive opportunities, pre‑IPO stock options, and competitive benefits.

Benefits

Health, dental, vision, 401(k) with match, generous paid time off, paid holidays, and additional paid leave policies to support employees through all life phases.

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.