Head of AI-Driven Customer Success & Experience

EverAfter; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Base in San Francisco Bay Area is seeking a hands-on Head of Customer Success & Experience to redesign an AI-first CS organization. You will own onboarding, adoption, health, and advocacy, working directly with strategic customers to drive measurable outcomes.

This senior role requires collaborating with Product, Engineering, and Revenue to eliminate friction and scale value, while building a smaller, highly effective team over the next year.

Qualifications

• Experience building or transforming B2B SaaS CS with a hands-on approach.
• Proven ability to onboard customers, drive adoption and reduce churn.
• Strong collaboration with Product, Eng, and Revenue to align outcomes.

Responsibilities

• Lead onboarding, implementation, and time-to-value.
• Drive product adoption and measurable value realization.
• Identify growth potential and expansion opportunities.
• Own customer health, risk identification, and churn prevention.
• Build and manage an AI-native CS operating model.
• Partner with Product and Engineering to reduce customer friction.

Skills

Customer Success leadership

Onboarding & adoption

Executive relationships

Cross-functional collaboration

CRM systems

AI-native workflows

Tools

CRM systems

Job description

Base in San Francisco Bay Area is seeking a hands-on Head of Customer Success & Experience to redesign an AI-first CS organization. You will own onboarding, adoption, health, and advocacy, working directly with strategic customers to drive measurable outcomes.

This senior role requires collaborating with Product, Engineering, and Revenue to eliminate friction and scale value, while building a smaller, highly effective team over the next year.