Director of Customer Success
At Read AI https://www.read.ai?utm_source=chatgpt.com, we’re building products that help people get more value from their meetings, workflows, and communication. We’re looking for a Director of Customer Success to lead and scale our post-sale customer organization across both strategic account management and high-volume customer success operations.
This role will oversee two core functions:
- Account Management — relationship management, enablement, retention, and growth for larger accounts
- Customer Success — high-volume support and technical support for self-serve and single-payer customers
The ideal candidate is both operationally strong and customer-centric, with experience leading account management teams, scaling customer operations, improving technical support processes, and partnering cross-functionally with Product, Engineering, Sales, and Growth teams.
WHAT YOU’LL DO
LEAD ACCOUNT MANAGEMENT
- Oversee account management and customer engagement for larger customers and strategic accounts
- Lead and develop a team of Account Managers, while helping build and scale the organization as our enterprise business grows.
- Partner closely with Sales on onboarding, renewals, expansions, customer health, and escalations
- Support customer enablement and adoption to drive retention and long-term account growth
- Develop structured engagement strategies, lifecycle programs, and operational playbooks for larger accounts
- Ensure enterprise customers receive proactive communication, strategic guidance, and strong ongoing support
- Partner with Product and Engineering to surface customer needs, feature requests, and product feedback from strategic accounts
LEAD CUSTOMER SUCCESS OPERATIONS
- Oversee high-volume customer success and technical support operations across email, chat, and other support channels
- Manage and support the Senior Manager responsible for the Customer Success Team
- Increase the use of AI, automation, and tooling ...