Director of Customer Success

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them. 

That’s the only kind of impact we are interested in having at EliseAI. 

If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

Reporting to the Head of Operations and Strategy, you will own  the strategy and the successful scaling of the CSM team. You will work cross-functionally with key stakeholders across the business to retain revenue within our customer base. You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite. 

Our NYC headquarters is located in a great location at E 33rd Street and Park Ave.

Key Responsibilities

• Maintain and support a high performing team of CSMs by providing ongoing coaching and training, and working with each IC to identify and achieve professional development goals. 
• Partner with HR and other leaders to recruit strong mid-market and enterprise CSMs and scale the team as the company grows 
• Work closely with CSMs to understand customer challenges and pain points, and identify what their goals are for implementing EliseAI throughout their real estate portfolios
• Own the success of customers, including onboarding, product adoption and retention
• Strategize with our CRO to build, own, and execute account plans 
• Lead a weekly metrics review to identify opportunities to improve performance 
• Collaborate with product and engineering to spearhead adoption of new products and features
• Support our scaling by building out onboarding and enablement programs for new CSM hires
• Proactively identify churn risks and build and execute on playbooks based on learnings 
• Help clients understand the ROI that EliseAI provides and help them communicate that value internally within their own organizations
• Partner with CSMs to drive upsell opportunities for the sales team
• Partner with content and design to create  training and online webinars to educate all client stakeholders on how to successfully use our solutions
• Surface client feedback and ideas to the product and engineering teams for potential new features

Requirements

• Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup 
• 3+ years experience managing a customer success team
• A track record in managing risk, forecasting, and identifying growth opportunities
• Skilled in navigating cross-functional relationships within a high-growth SaaS environment
• Excellent written and verbal communication skills;
• Strong sense of ownership and eagerness to build and define the customer success function.
• Ability to communicate candid, constructive feedback with your team
• Strong customer-facing and presentation skills with the ability to establish credibility with executives
• Willing to work in person at NYC headquarters 4-5 days a week

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options 
• Medical, Dental and Vision premiums covered at 100%  
• Fully paid parental leave
• Commuter benefits 
• 401k benefits
• Monthly fitness stipend
• Our brand new Midtown south office with an open floor plan, fully stocked kitchen, and company paid lunch
• Fun company social events through our Elise and the City program
• Unlimited vacation and paid holidays

We'll cover relocation packages from outside of the Greater NYC metro area - we'll make the move exciting, not painful.

Job Compensation Range:

The on target earnings range for this role is $150,000 - $200,000. EliseAI offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected].