Head of AI-Driven Customer Success

Base; San Francisco (CA); On-site; USD 180,000 - 250,000; Full time

Job summary

Base is building the AI Customer Growth Platform for modern B2B companies. We’re hiring a hands-on Head of Customer Success & Experience to lead an AI-first CS org that delivers onboarding, adoption, renewal, advocacy, and measurable value.

You will own onboarding, implementation, adoption, customer health, and executive relationships, partner with Product/Engineering, and redesign the operating model for scale in a fast-growing company.

Qualifications

• What you’ll own: onboarding, implementation, time-to-value; product adoption and measurable outcomes; growth potential (upsell/cross-sell/expansion); customer segmentation and engagement models; customer health, risk, and churn prevention; day-to-day strategic relationships; team performance; strategic, complex, at-risk situations; customer education, enablement, communications, and advocacy; executive relationships and alignment around business outcomes; coverage, capacity, productivity, and operating cadence; data, systems, automation, and AI-enabled workflows; feedback loops among customers, Product, Engineering, Revenue, and Marketing.

Responsibilities

• Customer onboarding, implementation, and time-to-value.
• Product adoption, measurable outcomes, and ongoing value realization.
• Identify growth potential – upsell, cross-sell, and expansion
• Customer segmentation and the appropriate engagement model for each segment.
• Customer health, risk identification, and early churn intervention.
• The day-to-day strategic relationship with customers.
• Customer Success, onboarding, and support team performance.
• Strategic, complex, and at-risk customer situations.
• Customer education, enablement, communications, and advocacy.
• Executive relationships and alignment around business outcomes.
• Customer coverage, team capacity, productivity, and operating cadence.
• Customer data, systems, automation, and AI-enabled workflows.
• Strong feedback loops among customers, Product, Engineering, Revenue, and Marketing.

Job description

Base is building the AI Customer Growth Platform for modern B2B companies. We’re hiring a hands-on Head of Customer Success & Experience to lead an AI-first CS org that delivers onboarding, adoption, renewal, advocacy, and measurable value.

You will own onboarding, implementation, adoption, customer health, and executive relationships, partner with Product/Engineering, and redesign the operating model for scale in a fast-growing company.