Director of Customer Success - AI

Uniphore Technologies North America Inc; United States; On-site; USD 180,000 - 230,000; Full time

Job summary

Uniphore Technologies North America Inc seeks a senior customer success leader in the Los Angeles area to drive enterprise outcomes and AI adoption. You will own executive relationships, define success plans, and partner across Sales, Product, Engineering, and Delivery to realize value from AI deployments.

You will guide clients through adoption, expansion, and retention, with a focus on measurable ROI and customer advocacy within multiple enterprise verticals.

Qualifications

• Experience consulting, customer success or professional services with enterprise tech focus.
• 5+ years advising on AI products, platforms, or services.
• Proven ability to engage C-suite executives and drive ROI and retention targets.
• Experience managing complex client relationships across multiple stakeholders.
• Experience in healthcare, financial services, manufacturing, or retail AI impact is a plus.
• Understanding of AI solution architectures and enterprise software delivery lifecycles.

Responsibilities

• Drive customer success metrics such as renewals, net retention and health score.
• Own executive relationships with enterprise clients as trusted AI advisor.
• Lead complex engagements deploying AI and data-driven solutions across functions.
• Develop success plans and roadmaps aligning AI capabilities with business goals.
• Partner with Sales, Product, Engineering, and Delivery for seamless implementation.
• Drive adoption, expansion and retention through strategic planning and reviews.
• Establish best practices for enterprise CS from onboarding to renewal.
• Serve as internal/external thought leader on AI use cases and responsible AI.
• Provide product feedback based on client needs and industry trends.
• Champions Uniphore Business AI Cloud Platform and drives AI capability adoption.

Skills

Executive-level communication

Strategic thinking

Customer success metrics

Relationship management

SAAS adoption & renewal

AI platform knowledge

Executive-facing presence

Travel flexibility

Education

Bachelor's or Master's in business, CS, engineering, data science

MBA or related advanced degree preferred

Tools

AWS

Azure

GCP

OpenAI

TensorFlow

Hugging Face

Job description

Uniphore is the Business AI company. Our sovereign, composable and secure AI platform connects enterprise data, fine-tunes AI models and deploys agentic AI across the enterprise. We empower every worker to boost productivity and help businesses grow faster, operate smarter and reduce costs. Trusted by more than 2,000 businesses globally, and recognized on the Deloitte Fast 500, Uniphore delivers on the promise of AI as a transformative force for business.

Job Description:

Looking for candidates in Los Angeles Metro area

Key Responsibilities:

• Drive customer success outcomes by developing key Customer Success metrics such as Value Realization, key performance metrics, gross renewals rate, net retention, adoption, customer health, churn rate and customer health score. Work 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 through combining technical expertise and 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.
• Championing the broader Uniphore Business AI Cloud Platform within your portfolio, driving adoption of the deep data and AI capabilities that enable business transformation.

This role will report to U.S. VP of Customer Success.

Required Qualifications:

• 10+ years of experience in consulting, customer success, or professional services, with a focus on enterprise technology solutions.
• 5+ years of experience working directly with AI products, platforms, or services in an advisory or delivery capacity.
• 5+ years' 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 record of accomplishment of managing complex client relationships, leading multi-stakeholder engagements, and delivering measurable outcomes.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing, or retail where AI has significant business impact.
• Proven 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, etc.).
• Familiarity with enterprise software delivery lifecycles, success metrics, and ROI frameworks.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Client-Centric & Empathetic: You genuinely care about your clients. You listen actively to their needs and put yourself in their shoes to anticipate issues and 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 at least 25% of the time.

This role will report to the U. S. Vice President of Customer Success

Preferred Qualifications:

• You help enterprises do more than just adopt AI-you help them transform. With a solid foundation in AI strategy, implementation, and optimization, you have guided large organizat