Description

You will build and lead the post-sale customer organization, owning Account Management, Implementations, and Customer Support. You'll ensure Fortune-class clients realize measurable value from a complex AI-orchestrated marketing platform, while driving net revenue retention and serving as the voice of the customer into Product and Engineering.

Requirements

• Significant leadership experience in Customer Success, Professional Services, or TAM for enterprise software platforms that require implementation and configuration
• Demonstrated comfort with AI/ML-powered products, agent-based architectures, or automation platforms
• Track record of managing TAM/SA teams supporting complex integrations, API-driven workflows, and enterprise data environments
• Experience building and managing multi-function CS org (AM + Implementations + Support) of 15+ people
• Background in martech or adtech platforms or software used by agencies

Responsibilities

• Drive net revenue retention, expansion, and executive relationship health across enterprise book of business
• Oversee delivery of new client onboardings, data-source integrations, agent/workflow configuration, and environment provisioning
• Build and scale tiered support operations (L1–L3) for platform with deep integrations and autonomous agent workflows
• Serve as voice of customer into Product, Engineering, and Go-to-Market; translate field patterns into roadmap input