Head of Customer Success & Account Management - USA
$230k - $290k • Remote • Mountain View, California, USA • FullTime
Posted 3h ago
Job Location
Mountain View, California, USA
Tech Stack
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Inworld is seeking a Head of Customer Success & Account Management to build and lead our post-sales function as the company scales. This foundational leadership role involves owning the entire customer lifecycle after a sale, from onboarding and adoption through renewals, expansion, and executive relationship management. The ideal candidate will have a proven track record of meeting retention and expansion targets, building high-performing customer success and account management teams for complex enterprise clients, and leveraging AI, agents, and customer signals to drive value and scale engagement efficiently. Initially, this role will be a player-coach, managing strategic accounts directly while simultaneously building the team, operating model, and playbooks.
Responsibilities
- Own gross and net revenue retention, renewal performance, and expansion pipeline, setting targets and ensuring predictable account growth.
- Build a customer lifecycle focused on onboarding, adoption, and value realization, including success plans, health scoring, and executive business reviews.
- Personally manage high-value enterprise accounts, building multi-threaded executive relationships and leading renewal and expansion strategies.
- Define the post-sales operating model, including customer segmentation, service levels, and cross-functional responsibilities.
- Manage the post-sales technology stack and reporting, utilizing AI agents and automation for account research, risk detection, and scalable engagement.
- Collaborate with Sales, Product, Engineering, and Support teams to ensure smooth customer handoffs, address blockers, and represent the voice of the customer.
- Recruit, onboard, and coach initial Customer Success and Account Management hires while managing strategic accounts.
Requirements
- 7+ years in customer success, account management, or post-sales roles, with at least 3 years in leadership and hiring.
- Proven experience scaling a post-sales function at a high-growth startup with consistent retention and expansion results.
- Experience owning renewal and expansion targets, with strong commercial judgment for forecasting and negotiation.
- Deep experience managing strategic enterprise customers and building executive relationships.
- Comfort with highly technical products and buyers, capable of engaging with Product and Engineering teams.
- Proficiency with modern CRM and customer success tools, with a strong understanding of leveraging AI and automation.
- Demonstrated ability to hire, onboard, and retain top talent in Customer Success and Account Management.
- Ability to operate independently in ambiguous environments with exceptional communication skills.
Benefits
- Variable compensation
- Equity
- Benefits