💼 About This Role

You'll lead a unified customer experience team across North America, combining Customer Success and Technical Account Management into a single, outcome-driven function. Your core impact is accelerating adoption of Talkdesk's AI-powered solutions and ensuring customers realize value from automation. You'll champion an AI-first mindset and guide customers on operationalizing AI for measurable business outcomes.

🎯 What You'll Do

• Build and scale a multi-layered CX leadership team across North America
• Drive adoption of Talkdesk AI solutions across the customer base
• Serve as executive bridge between customer technical teams and Product Engineering
• Own retention and expansion targets across strategic accounts

📋 Requirements

• 15+ years experience in Customer Success, TAM, or Professional Services within enterprise SaaS
• Deep expertise in cloud architecture, APIs, enterprise integrations, and AI-driven platforms
• Proven track record leading multi-tiered teams in high-growth environments
• Strong change management background including organizational design

✨ Nice to Have

• Early-career experience in Product, Engineering, or Solution Architecture
• Prior startup or high-growth company experience
• MBA or advanced leadership training

🎁 Benefits & Perks

• 🏥 Medical, Dental, Vision, Life and Disability Insurance
• 💰 401(k) plan
• 🏖️ Uncapped PTO for exempt employees
• 🎉 14 paid holidays per year

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Technical Interview· 60 min
3. 3Executive Interview· 60 min
4. 4Offer· 30 min