Director, Customer Success

We're looking for our first Customer Success hire to build and lead our CS function from the ground up. You'll own customer relationships directly while creating the processes and infrastructure to scale. This is a rare opportunity to define how we deliver customer success at a fast-growing AI infrastructure company. You'll work directly with founders, have a massive impact, and build something that scales.

What You’ll Do:

• Manage a portfolio of customers directly. Build deep relationships with technical and business stakeholders.

• Analyze usage patterns and create custom LLM optimization strategies for each customer.

• Guide customers on model selection, routing strategies, and cost/quality/performance tradeoffs.

• Stay ahead of the LLM landscape and educate customers on emerging capabilities and providers.

• Navigate technical discussions with engineering teams and strategic conversations with business stakeholders, including C-level executives.

• Build CS foundation from scratch—define strategy, metrics (NRR, GRR, CSAT), customer segmentation, and scalable playbooks for onboarding, adoption, expansion, and renewals.

• Set up the CS tech stack and operational workflows. Establish early warning systems and health scoring.

• Partner with Sales on account transitions and expansion plays; collaborate with Product and Engineering to represent customer feedback and influence roadmap.

• Advocate for customer needs with Product and Engineering teams and influence the roadmap based on customer insights.

Qualifications:

• 7+ years in Customer Success with experience building or scaling a CS function.

• Strong retention and expansion track record.

• Hands-on approach - excited to be in the trenches with customers while building for scale.

• Proven builder - you've created CS processes, playbooks, and teams from scratch.

• Technical depth - fluent with APIs, can read code, and understand technical architectures.

• Deep LLM/AI knowledge - understand models, providers, capabilities, tradeoffs, and the evolving landscape.

• Hiring experience - you've successfully recruited and developed CS talent.

• You have executive presence and can engage with C-suite stakeholders and technical teams equally well.

Nice to Have:

• First or second CS hire at a startup that scaled.

• Experience at API-first or AI infrastructure companies.

• Technical background (engineering, data science, solutions architecture).

• Experience with prompt engineering and LLM evaluation.