Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies.
Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others.
Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.
We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.
OVERVIEW:
As the VP of Customer Success, you will be the primary architect of the post-sales journey for our global enterprise clients. In the rapidly evolving landscape of Agentic AI, "success" isn't just about software uptime; it’s about ensuring our autonomous agents deliver measurable ROI and integrate seamlessly into complex human-digital workflows.
You will lead a global team of Success Managers, Solutions Architects, and Support Engineers, transforming them into a world-class organization that drives adoption, prevents churn, and identifies expansion opportunities within the Fortune 500.
LOCATION: Seattle, WA
RESPONSIBILITES:
1. Strategic Leadership & Vision
- Define and execute the Global Customer Success strategy, pivoting from traditional SaaS reactive support to a proactive, value-based partnership model.
- Develop the "Agentic Maturity Model" to help customers progress from simple automation to fully autonomous agent orchestration.
- Serve as the executive sponsor for Tier-1 global accounts, building relationships with C-suite stakeholders (CIOs, CDOs, and CTOs).
2. Operations & Performance
- Retention & Growth: Own the Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets.
- Customer Health Monitoring: Implement AI-driven telemetry to monitor agent performance, latency, and "hallucination" rates to preemptively address technical friction.
- Onboarding: Streamline the deployment of agentic frameworks, reducing Time-to-Value (TTV) for complex, multi-departmental AI implementations.
3. Cross-Functional Collaboration
- Product Feedback Loop: Act as the "voice of the customer," funneling edge-case requirements and feature requests back to the Engineering and Research teams.
- Sales Alignment: Partner with the CRO to ensure a "warm handoff" and identify white-space opportunities for expansion.
- Marketing: Cultivate a community of power users and brand advocates for case studies and advisory boards.
MUST HAVE SKILLS:
Experience Required
- Minimum 10+ years in Customer Success leadership, with at least 5 years at the VP or Global Head level within Enterprise SaaS or AI/ML sectors required.
- Deep understanding of the AI lifecycle, including LLMs, RAG (Retrieval-Augmented Generation), and the specific challenges of Agentic workflows (governance, ethics, and security) required.
- Proven track record of managing global teams across multiple time zones (Americas, EMEA, APAC) and scaling organizations from $20M to $100M+ ARR required.
- Previous experience with customer success methodologies and practices like segmentation, customer journey, customer health scoring, etc required.
- Strong interpersonal skills, able to navigate complex organizational structures and relationships, comfortable engaging with C-level sponsors required.
- Proficiency in Gainsight, Salesforce, and advanced analytics tools to drive decision-making required.
- Candidates must currently reside in Seattle, WA & near major airport required
- Travel requirement: 25% at minimum
EDUCATION QUALIFICATION:
· Bachelor’s degree required; MBA is highly preferred.
Depending on specific professional experience and geographical location of individuals, the salary for this position ranges from $200,000 - $220,000. Additional wage/bonus/commission and benefit details will be shared during the formal interview process for this full-time employment opportunity.
Kore.ai Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kore.ai and has not been reviewed or approved by Kore.ai.
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Fair & Transparent Compensation — Pay is characterized as fair or competitive in certain roles, with particular strength noted in senior U.S. go-to-market positions. Pay-and-benefits sentiment also trends toward the middle-to-okay range rather than uniformly negative.
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Healthcare Strength — Health insurance is portrayed as strong in the limited U.S. benefits snapshots available. Core medical coverage is presented as a clear bright spot where details are provided.
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Parental & Family Support — Paid parental leave is presented as comparatively strong, with maternity and paternity leave described as meaningful. Family-related time-off support is one of the more consistently specified benefits elements.
Kore.ai Insights
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What We Do
Digital future is headed where convenience and speed coexist with personal and human touch. People should be able to communicate with companies, systems and smart machines in the same way they’d talk to friends and colleagues. Kore.ai strives to achieve this with its unsurpassed innovation in Natural Language Understanding (NLU) to deliver the next generation of human-to-machine interactions, in the form of virtual assistants, for the greater good of our customers and their employees. We are constantly in search of people who share this vision and are fired by values that we believe are at the core of everything we do: an obsession to achieve client success through understanding and empathy, turning every challenge as an opportunity to innovate, a culture of openness, the willingness to embrace bold ideas; and being a trailblazer when it comes to trying, failing (fast) and learning to succeed. A reason why reputed analyst firms like Gartner, Forrester, IDC, ISG, Everest Group, Celent, and more have recognized as a Market Leader. It is not worth living if you are not having some fun – Kore.ai has everything you need to make your career successful, purposeful, and happy. Because digital experiences of today will eventually manifest as conversational interactions and transform the way enterprises interact with their customers, partners and employees, we have every reason to believe you can make a difference.
