Head of Customer Success & Strategic Accounts (AI-Native)

Inworld, Inc.; Mountain View (CA); On-site; USD 230,000 - 290,000; Full time

Benefits offered by this job

Equity

Benefits

Job summary

Inworld, Inc. is seeking a Head of Customer Success & Account Management to build and lead the post-sales function as we scale.

You will own the customer lifecycle after close, from onboarding and adoption through renewals, expansion and executive relationships. The ideal candidate has led retention and expansion targets for complex enterprise customers and is AI-native, using automation and customer signals to scale engagement.

Qualifications

• 7+ years in customer success, account management or post-sales, including 3+ years leading and hiring teams.
• Experience owning renewal and expansion forecasting and complex renewals.
• Comfort with highly technical products and engaging with technical buyers.
• Hands-on CRM tooling experience and leveraging AI/automation to scale.

Responsibilities

• Retention & Expansions: own revenue retention, renewals and expansion pipeline with targets.
• Customer Outcomes: define lifecycle from onboarding to value realization with success plans and health metrics.
• Strategic Account Management: own high-value accounts and multi-threaded relationships across stakeholders.
• Post-Sales Operating Model: define segmentation, coverage and responsibilities across CS, AM, Solutions, Support and Sales.
• Systems, Data & AI: manage post-sales stack, CRM hygiene, health metrics, renewal forecasts and next-best actions with AI.
• Cross-Functional Leadership: partner with Sales, Product, Engineering, and Support on adoption blockers and escalations.
• Player-Coach: directly manage strategic accounts while building and mentoring the team.

Skills

Customer success

Account management

Post-sales

Team leadership

Enterprise relationships

AI & automation

CRM tooling

Tools

CRM systems

Job description

Inworld, Inc. is seeking a Head of Customer Success & Account Management to build and lead the post-sales function as we scale.

You will own the customer lifecycle after close, from onboarding and adoption through renewals, expansion and executive relationships. The ideal candidate has led retention and expansion targets for complex enterprise customers and is AI-native, using automation and customer signals to scale engagement.