Customer Success Lead

5+ years in Customer Success with experience building or scaling a CS function. Strong retention and expansion track record. Hands-on approach with customers. Proven ability to create CS processes, playbooks, and teams from scratch. Technical depth: fluent with APIs, can read code, understand technical architectures. Deep LLM/AI knowledge: understand models, providers, capabilities, tradeoffs. Hiring experience: successfully recruited and developed CS talent. Executive presence for engaging with C-suite and technical teams.

Manage a portfolio of customers and build deep relationships. Analyze usage patterns and create LLM optimization strategies. Guide customers on model selection and cost/quality tradeoffs. Educate customers on LLM capabilities and providers. Build CS foundation: define strategy, metrics, segmentation, and playbooks. Set up CS tech stack and operational workflows. Partner with Sales on account transitions and expansion. Collaborate with Product and Engineering to represent customer feedback. Advocate for customer needs and influence the roadmap.