VP, Customer Success

2 days ago

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Together AI

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The future of AI is open-source. Let's build together.

Artificial Intelligence • Cloud Computing • LLM • Open Source • Decentralized Computing

11 - 50

🔥 Funding within the last year

💰 $102.5M Series A on 2023-11

Description

• Develop a clear strategy and vision for the Customer Success organization, inspiring the team through communication in alignment with Together AI’s mission, vision, and values. • Build and lead a technical Customer Success and Support team that delivers best-in-class customer experiences as measured by retention, adoption, growth and engagement. • Use data to drive and scale strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription. • Create the tools and framework to ensure real-time access to customer adoption and usage rates, and to flag opportunities for risk-mitigation and value optimization. • Provide strategic influence with customer accounts as well as internally for programs and initiatives, continuously improving the customer journey, segmentation approaches, and digital approaches. • Lead cross functional work streams and projects across Together AI to improve customer experience, voice-of-customer metrics and reporting, and growth. • Align and influence the Executive Team and senior leadership on Customer Success and GTM strategies and tactics. • Partner closely with the Sales organization to drive growth and retention and improve efficiency. • Develop and implement customer support policies, procedures, and standards to ensure consistent and exceptional service delivery. • Lead customer escalation management, handling complex issues and ensuring timely and satisfactory resolutions. • Identify opportunities to streamline customer support processes, enhance service delivery, and improve the overall customer experience.

Requirements

• 10+ years of experience in Customer Success, supporting SaaS and highly technical products, preferably in AI/ML systems. • 6+ years in Customer Success leadership positions, demonstrated experience in influencing the executive leadership team and product direction. • Previous experience collaborating with engineers and product teams in highly technical products with successful outcomes. • The ability to navigate and execute amidst ambiguity, adapt to different domains based on the current business challenges, and deliver straightforward solutions. • Excellent communication and interpersonal abilities, adept at explaining complex subjects in clear terms to a diverse range of external and internal stakeholders. Enjoy participating in cross-organizational collaboration, navigating trade-offs, and managing competing priorities.

Benefits

• Competitive compensation,• Startup equity,• Health insurance,• Flexibility in terms of remote work.