Head of AI Success

Allin Capital LLC; San Francisco (CA); Presencial; USD 180.000 - 280.000; Jornada completa

Descripción de la vacante

Broccoli AI is seeking a Head of AI Success in San Francisco to architect and scale an AI-powered customer success engine. You’ll drive retention, expansion, and on-time value, building scalable systems for health scoring, segmentation, and revenue-driven playbooks.

You’ll lead cross-functional teams across Success, Deployment, and Support, leverage AI to automate workflows, and align CS as a revenue function in a fast-moving startup backed by notable investors.

Formación

• 8+ years of strategy, product, or operations experience.
• Experience developing new AI solutions in fast-moving, ambiguous environments.
• Bonus: Knowledge of CS processes, systems, and best practices.

Responsabilidades

• Design and build the AI-powered success engine to scale from hundreds to thousands of customers.
• Create systems for segmentation, ownership, and health scoring.
• Lead Success, Deployment, and Support teams and automate workflows using AI.
• Turn customer data into revenue opportunities and optimize onboarding.

Conocimientos

AI strategy

Customer success

Data analytics

Health scoring

Segmentation

Playbooks

Automation

Leadership

Educación

CS degree or AI product management

Herramientas

Claude

Descripción del empleo

# Head of AI SuccessBroccoli AISan FranciscoFull-time### ABOUT BROCCOLI AIAt Broccoli, we're building AI teammates for the people who build and maintain our world.We partner with plumbing, HVAC, and electrical contractors, the hardworking businesses that keep homes and communities running, and replace fragmented software and repetitive manual work with AI that actually gets the job done.Our AI teammates answer phones, book appointments, follow up with customers, recover missed revenue, and help contractors deliver exceptional customer experiences, all while integrating seamlessly with platforms like ServiceTitan.Before we wrote a single line of code, we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything we've built.Today* Hundreds of contractors rely on Broccoli every day.* We've grown to $15M+ ARR in under two years.* We're trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry.* We're backed by Khosla Ventures and Y Combinator.We're still just getting started.### HEAD OF AI SUCCESS @ BROCCOLIThis is not a traditional Head of Customer Success role (and previous experience leading customer success is a plus, but not required).We’re not hiring someone to just manage relationships or coach people. We’re hiring someone deeply analytical, systems-driven, and AI-native — someone who can design and build a machine that drives retention and expansion at scale, not manage it manually.### WHAT YOU’LL OWNEverything post-sale. Your goals are to maximize customer happiness, product usage, and NDR. You'll own:* Retention + Expansion* Customer outcomes (bookings, revenue, efficiency)* Deployment speed (time-to-value in days, not weeks)* Support (AI-first, proactive, scalable)### WHAT YOU’LL DO* Build the AI-powered success engine that scales from 500 → 5,000+ customers* Create systems for:* Account segmentation + ownership* Health scoring* Expansion and upsell playbooks* Turn customer data into revenue opportunities* Redesign onboarding to be fast, repeatable, and low-touch* Automate support and success workflows using AI* Hire and lead teams across Success, Deployment, and Support### WHAT SUCCESS LOOKS LIKE* Best-in-class NDR (expansion becomes predictable)* Faster deployments, lower support load* Clear, repeatable expansion engine* A lean, high-leverage team powered by AI### HOW YOU OPERATE### Systems thinker* You design scalable systems, not manual processes* You’ve built (or can build) health scoring, segmentation, and playbooksAnalytical* You live in metrics: NDR, churn, expansion, usage* You turn messy data into clear actionsAI-native* You instinctively automate workflows using tools like Claude* You think leverage first, headcount lastRevenue-driven* You see CS as a revenue function, not support* You’re comfortable owning expansion and NDRBuilder* You want to create the playbook, not inherit one* You’ve scaled or want to scale messy systems into machines### YOUR BACKGROUND* 8+ years of strategy, product, or operations experience (e.g., product manager, engagement manager, consultant, founder, etc.)* Strong interpersonal and relationship-building skills* Experience developing new AI solutions in fast-moving, ambiguous environments* Bonus:* Knowledge of Customer Success processes, systems, and best practices* Experience at a high-growth startup environment* Background in computer science or AI product managementBroccoli is an equal-opportunity employer and complies with all applicable federal, state, and local fair employment practice laws.