What We Do: AI Service Management (AISM)
Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.
Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.
Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.
Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.
The Role:
At Aisera, we’re building a world-class Customer Success organization that partners with enterprises to unlock the full potential of AI-powered automation. We are looking for a hands-on Director of Customer Success who will lead from the front—personally engaging with executives at our most strategic customers while coaching and scaling a high-performing team.
This role is accountable for driving adoption, business transformation, and Net Revenue Retention (NRR) across Aisera’s customer base. You’ll be the executive voice of value realization, ensuring that customers not only achieve automation and cost-reduction goals but also expand their investment in Aisera’s AI Copilot platform across IT, HR, Customer Service, and AIOps.
You’ll work closely with Sales, Services, and Product to build repeatable success playbooks, create an “impact library” of measurable outcomes, and establish Aisera as a long-term strategic partner to the enterprise C-suite. This is a highly visible, customer-facing role with significant impact on our growth trajectory.
What You’ll Do:
Serve as the executive sponsor for strategic accounts, driving adoption, business outcomes, and measurable ROI.
Lead, mentor, and scale a Customer Success team—acting as a player-coach by directly managing key customer relationships.
Own Net Revenue Retention (NRR) and Expansion by partnering with Sales on upsell and cross-sell motions.
Develop and operationalize customer success playbooks that scale across ITSM, HR, Customer Service, and AIOps domains.
Drive value realization through automation metrics (deflection %, MTTR reduction, CSAT lift, workflow coverage).
Establish executive-level success plans and QBRs to align with customer transformation goals.
Build customer health telemetry and dashboards to proactively manage adoption and renewal risks.
Partner with Product to channel customer feedback into roadmap prioritization, particularly around LLM governance, agent workflows, and integrations.
Evangelize customer success stories internally and externally, building a library of measurable impact and automation outcomes.
Collaborate with ecosystem partners (ServiceNow, Microsoft, Salesforce, etc.) to accelerate time-to-value and ensure seamless integrations.
What You’ll Need:
10+ years of experience in Customer Success, Professional Services, or Strategic Account Management for enterprise SaaS.
5+ years of leadership experience managing and scaling high-performing customer-facing teams.
Demonstrated success driving expansion and NRR within a portfolio of enterprise accounts.
Strong executive presence and communication skills; proven ability to lead C-level conversations around AI, automation, and digital transformation.
Deep experience in enterprise software adoption—ITSM, HR, Customer Experience, or AIOps strongly preferred.
Familiarity with AI/ML, Generative AI, and automation technologies, with the ability to translate technical capabilities into business value.
Proven ability to develop and operationalize customer health frameworks, playbooks, and metrics.
Hands-on leadership style: thrives in front of customers while building scalable team processes.
Bachelor’s degree required; advanced degree a plus.
At Aisera, we strive to design equitable and explainable compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience.
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What We Do
Aisera is a leading provider of enterprise Generative AI apps and a platform that helps enterprises accelerate revenue growth, improve user productivity, lower costs, and create magical user experiences. Our products - AiseraGPT, AI Copilot, AI Search, and Agent Assist - are built on our Generative AI Platform that serves as the fundamental building block for enterprise GenAI applications. Aisera leverages a TRAPS framework (Transparent, Responsible, Auditable, Privacy, and Secure) to meet stringent data governance requirements while adhering to the highest standards of Responsible AI. Aisera products deliver human-like interactions with a multi-modal interface, providing contextually rich conversations that boost user productivity. With pre-trained, domain-specific LLMs grounded in customer data, our products offer higher accuracy, fewer hallucinations, and increased resolution rates. They address critical industry challenges, spanning a wide range of solutions, including AI-driven software engineering, code generation, content and knowledge creation, workflow automation, and natural language AI-powered analytics. AiseraGPT automates knowledge retrieval and repetitive tasks, while AI Copilot serves as a personal companion for answering questions, analyzing data, and completing tasks. Agent Assist provides real-time assistance for agents, including case summarization, recommendations, and next best actions, through an embedded UI widget in SaaS applications like ServiceNow, Salesforce, Workday, and more. Aisera’s AI Search allows users to perform secure, private, and permissions-aware enterprise-wide searches using natural language, generating answers, summaries, and micro-actions to boost efficiency. Aisera provides a Universal Bot with a unified interface to resolve user requests across all domains, including Engineering, HR, IT, Sales, Marketing, Customer Service, Life Sciences, Healthcare, Financial Services, and Retail. Aisera compliments these offers with action bots that are built-in with customizable AI Workflows through an Event and Visual Studio to take action and automate business processes. Aisera technology is based on an Agentic and reasoning architecture that can perform intentless and intent-driven natural language requests across unstructured and structured databases, business apps, and systems of records. Users benefit from a default large context window, personalized responses, and summarizations.
