Head of Customer Success

Intelix.AI; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Intelix.AI is seeking a founder-level Head of Customer Success & Account Management in the San Francisco Bay Area. This hybrid, full-time role will own post-close customer lifecycle for API customers, manage top strategic accounts, and build the post-sales function from the ground up.

You will drive gross and net revenue retention, design playbooks for renewals and expansions, and directly influence the customer experience for developers using our AI infrastructure APIs.

Qualifications

• 7 to 15 years in customer success or account management.
• First or founding post-sales hire at a startup or growth-stage company.
• Personally carried renewal and expansion targets on SMB to mid-market accounts.
• GRR and NRR stated as personal attainment.
• Technical fluency with APIs, developer platforms, or equivalent hands-on experience.

Responsibilities

• Own the customer lifecycle post-close for API customers: onboarding, adoption, renewal, expansion.
• Own the top strategic accounts and multi-thread into engineering and executive stakeholders.
• Own gross and net revenue retention, renewal forecast and expansion playbooks.
• Own segmentation, coverage ratios and health signals derived from usage telemetry.
• Lead the first two to four post-sales hires.

Skills

Customer Success

Account Management

Net Revenue Retention

Usage-Based Pricing

Developer Platforms

APIs

Renewals

Expansion

Team Building

Customer Health Scoring

Job description

Head of Customer Success & Account Management

San Francisco Bay Area · Hybrid, Full-time

This is a founding post-sales role at an AI infrastructure company who sell via API and LLM routing to developers on usage-based pricing. Customers start self-serve and grow to six-figure monthly spend. There is no post-sales function today.

This hire owns everything after the close, runs the largest accounts personally for the first year, designs the operating model and hires the team.

The person for this seat was the first customer success or account management hire at a developer platform or AI infrastructure company that went on to scale, and grew into leading the function. They have carried gross and net revenue retention on a usage-based book of SMB and mid-market accounts and can state the numbers. They have defended consumption revenue against price-driven switching and self-hosting. They hold a conversation with a CTO about latency, rate limits and cost per unit without a solutions engineer in the room.

PROFILE:

• 7 to 15 years in customer success or account management, 3+ leading teams
• First or founding post-sales hire at a startup, then built the function
• Personally carried and hit renewal and expansion targets on SMB to mid-market accounts
• GRR and NRR stated as personal attainment
• Technical fluency: engineering, solutions engineering, TAM or developer relations background, or equivalent hands-on record with developer customers
• Startup experience; mixed startup and larger-company careers welcome
• Bay Area, or relocating

Own the customer lifecycle post-close for API customers: onboarding, adoption, renewal, expansion. Own the top strategic accounts and multi-thread into engineering and executive stakeholders. Own gross and net revenue retention, the renewal forecast and the expansion playbooks. Own segmentation, coverage ratios and health signals derived from usage telemetry.

Own the first two to four post-sales hires.

Skills: Customer Success, Account Management, Net Revenue Retention, Usage-Based Pricing, Developer Platforms, APIs, Renewals, Expansion, Team Building, Customer Health Scoring