Factored

Head of Account Management & Customer Success

Reposted 3 Days Ago

Hiring Remotely in United States

Remote

Senior level

Artificial Intelligence • Machine Learning • Analytics

The Role

The Head of Account Management & Customer Success will lead client engagement, manage strategic accounts, drive revenue metrics, and mentor teams while ensuring client satisfaction and operational excellence.

Summary Generated by Built In

Factored was conceived in Palo Alto, California by Andrew Ng and a team of highly experienced AI researchers, educators, and engineers to help address the significant shortage of qualified AI & Machine-Learning engineers globally. We know that exceptional technical aptitude, intelligence, communication skills, and passion are equally distributed around the world, and we are very committed to testing, vetting, and nurturing the most talented engineers for our program and on behalf of our clients.

We are seeking a Head of Account Management & Customer Success to lead and scale our client engagement functions. This is a player-coach role, leading a team while directly managing strategic accounts. You will be accountable for key revenue and retention metrics, team performance, and scalable process creation. The role balances strategic planning and frontline execution with the objective of maximizing client satisfaction, revenue retention, and growth.

This leader will oversee a team of Account Managers and Customer Success Associates, drive process improvements, and own key revenue metrics across Factored AI's post-sales lifecycle. They will be expected to operate with speed, clarity, and ownership–aligning tightly with our core values and revenue goals.

Functional Responsibilities:

Key Objectives

Maximize Net Revenue Retention (NRR) through effective client relationship management, proactive risk mitigation, and value delivery.
Drive Account Growth via structured success planning, multi-threaded relationships, and upsell/cross-sell strategies.
Streamline Delivery Operations to ensure consistent onboarding, issue resolution, and contract execution.
Mentor and Develop Talent within both Account Management and Customer Success functions.

Core Responsibilities

Strategic Leadership & Team Management

Serve as a player/coach, managing strategic, high-value accounts while overseeing the performance of AM and CS teams
Recruit, coach, and develop top talent; establish clear KPIs and feedback loops
Build scalable processes and frameworks to support account health, expansion planning, and operational excellence

Account Management Oversight

Lead client relationship strategy, ensuring AMs maintain strong stakeholder alignment and deliver business value
Drive Quarterly Business Reviews (QBRs), account planning sessions, and executive engagements to reinforce value
Own renewals and expansions–supporting deal strategy, pricing, and contract execution alongside Sales and Legal

Customer Success Operations

Oversee client onboarding execution including interview scheduling, context sharing, and logistics coordination.
Ensure SOW/contracting flows run smoothly, partnering cross-functionally with legal, finance, and operations
Maintain operational hygiene in across systems; own CRM data quality and reporting cadence
Serve as escalation point for delivery and performance issues; ensure proactive communication and resolution

Cross-Functional Leadership

- Partner with Sales, Talent, Engineering, and Delivery teams to ensure seamless post-sale execution
- Collaborate with Finance and RevOps on forecasting, account health metrics, and customer reporting

Qualifications:

8-12 years in Account Management, Customer Success, or Consulting Delivery roles (services or staff augmentation preferred)
Minimum 3-5 years of people management experience, including hiring, coaching, and performance management of Account Management or Customer Success teams, preferably in a high-growth or early-stage environment
Strong customer empathy, executive communication skills, and business acumen
Proven ability to drive NRR, account expansion, and customer satisfaction
Comfort navigating ambiguity with a strong execution focus

At Factored, we believe that passionate, smart people expect honesty and transparency, as well as the freedom to do the best work of their lives while learning and growing as much as possible. Great people enjoy working with other passionate, smart people, so we believe in hiring right, and are very selective about who joins our team. Once we hire you, we will invest in you and support your career and professional growth in many meaningful ways. We hire people who are supremely intelligent and talented, but we recognize that intelligence is not enough. Perhaps more importantly, we look for those who are also passionate about our mission and are honest, diligent, collaborative, kind to others, and fun to be around. Life is too short to work with people who don’t inspire you.

We are a transparent workplace, where EVERYBODY has a voice in building OUR company, and where learning and growth are available to everyone based on their merits, not just on stamps on their resume. As impressive as some of the stamps on our resumes are, we recognize that human talent and passion exist everywhere, and come from many backgrounds, so stamps matter much less than results. All of us are dedicated doers and are highly energetic, focusing vehemently on execution because we know that the best learning happens by doing. We recognize that we are creating OUR COMPANY TOGETHER, which is not only a high-performing fast-growing business but is changing the way the world perceives the quality of technical talent in Latin America. We are fueled by the great positive impact we are making in the places where we do business and are committed to accelerating careers and investing in hundreds (and hopefully thousands) of highly talented data science engineers and data analysts.

In short, our business is about people, so we hire the best people and invest as much as possible in making them fall in love with their work, their learning, and their mission. When not nerding out on data science, we love to make music together, play sports, play games, dance salsa, cook delicious food, brew the best coffee, throw the best parties, and generally have a great time with each other.

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The Company

Palo Alto, CA

166 Employees

Year Founded: 2019

What We Do

Factored (backed by Andrew Ng's AI Fund and deeplearning.ai) helps leading tech companies select, upskill, and build world-class data science, machine learning and AI engineering teams much faster and more cost effectively. Our engineers have been personally vetted, educated, and mentored by some of the most talented and recognized AI educators and engineers from Silicon Valley, Stanford University and deeplearning.ai.