Senior Customer Success Lead – AI Platform, Hybrid, Equity

Lightning AI; New York (NY); Ibrido; USD 160.000 - 180.000; Tempo pieno

Vantaggi offerti da questo lavoro

Comprehensive Health Coverage

Meaningful Equity (RSUs)

401(k) matching (U.S.)

Unlimited PTO & company holidays

Hybrid work model

Descrizione del lavoro

Lightning AI in New York City is seeking a Customer Success Specialist to lead a customer success motion, helping customers adopt faster, expand with confidence, and renew as the product becomes mission-critical. You will work with others, own outcomes, build durable systems, and partner with Revenue, Product, Engineering, and Support to make success repeatable.

You will drive onboarding, success planning, renewal forecasting, health scoring, and expansion opportunities, while shaping a

Competenze

• 5-7 years in customer success, account management, technical account management, or post-sales leadership.
• Experience leading CS motions for technical, enterprise, or consumption-based products.
• Strong understanding of retention, expansion, adoption, health scoring, renewal forecasting, and executive stakeholder management.
• Ability to operate strategically while staying close to customers, account details, and team execution.
• Experience working cross-functionally with Sales, Product, Engineering, Support, Marketing, and Revenue Operations.
• Strong communication and executive presence with customers and internal leadership.
• Comfort building systems from scratch in a company that is scaling quickly.

Mansioni

• Own customer health, adoption, gross retention, expansion influence, renewal readiness, and executive relationship quality across your segment.
• Build scalable CS operating rhythms, including onboarding, success planning, EBRs, health scoring, renewal forecasting, escalation management, and expansion handoffs.
• Partner with Sales leadership to create a strong post-sale commercial motion that drives retention and identifies expansion opportunities early.
• Work closely with Product and Engineering to translate customer patterns into roadmap feedback, prioritization signals, and product improvements.
• Create a customer success culture that is proactive, technically curious, commercially aware, and highly accountable.
• Inspect at-risk accounts, coach customer-facing teams through difficult situations, and help turn escalations into stronger long-term relationships.
• Develop repeatable playbooks for technical onboarding, use-case expansion, executive engagement, renewal preparation, and adoption acceleration.

Conoscenze

Customer Success

Account Management

Technical Account Management

Post-Sales Leadership

Executive Relationship Management

Cross-functional Collaboration

Strategic Thinking

Communication

Descrizione del lavoro

Lightning AI in New York City is seeking a Customer Success Specialist to lead a customer success motion, helping customers adopt faster, expand with confidence, and renew as the product becomes mission-critical. You will work with others, own outcomes, build durable systems, and partner with Revenue, Product, Engineering, and Support to make success repeatable.

You will drive onboarding, success planning, renewal forecasting, health scoring, and expansion opportunities, while shaping a