Director of AI Customer Success - Customer Data Platform

As a Director of AI Customer Success at Uniphore, you will be a strategic advisor to enterprise clients, blending executive engagement, AI expertise, and consulting background. This role focuses on successful delivery, adoption, and long-term value realization of AI solutions, particularly in Customer Data Platforms (CDP) for Martech and Adtech. You will drive customer success outcomes, own executive relationships, lead complex engagements, and develop tailored success plans, ensuring customers achieve their goals and maximize ROI with Uniphore's AI solutions.

Must Have

• Drive customer success outcomes (Value Realization, KPIs, gross renewals, net retention, adoption, customer health, churn rate).
• Own executive-level relationships with key enterprise clients.
• Lead complex customer engagements deploying AI and data-driven solutions.
• Develop tailored success plans aligning AI capabilities with business objectives.
• Partner with Sales, Product, Engineering, and Delivery teams.
• Drive customer adoption, expansion, and retention.
• Establish best practices for enterprise customer success.
• Serve as a thought leader on AI use cases and responsible AI practices.
• Provide feedback to product teams to influence roadmap.
• Champion Uniphore Business AI Cloud Platform adoption.
• 8-10+ years in consulting, customer success, or professional services with enterprise technology solutions in CDP (Martech/Adtech).
• 3-5+ years with AI products, platforms, or services in advisory/delivery.
• 5+ years engaging C-Suite Executives.
• Proven track record in delivering ROI, retention, satisfaction, and advocacy.
• Experience managing complex client relationships and multi-stakeholder engagements.
• Deep understanding of CDP AI solution architectures and business applications of AI.
• Experience with cloud platforms (AWS, Azure, GCP) and AI services.
• Bachelor's or master's degree in relevant field.
• Ability to travel at least 25%.

Good to Have

• Fluent in Martech and AdTech ecosystems.
• Led from the front with CDPs (6-10 years hands-on experience).
• Ability to translate complex technology into actionable strategies.
• Advised enterprise clients on data-driven marketing for KPIs.
• Partnered with marketers, media teams, and product leaders for scalable SaaS solutions.

Perks & Benefits

• Annual incentive opportunity based on target achievement
• Pre-IPO stock options
• Medical benefits
• Dental benefits
• Vision benefits
• 401(k) with a match
• Generous paid time off
• Paid holidays
• Paid day off for your birthday
• Other paid leave policies

As a member of Uniphore’s Customer Success team, the Director of AI Customer Success will serve as strategic advisor to enterprise clients. This role blends executive-level client engagement, AI expertise, and a deep consulting background to ensure successful delivery, adoption, and long-term value realization of AI solutions. success capabilities. This role bridges the gap between technical capabilities and business needs, ensuring customers achieve their goals and maximize their return on investment. This role will focus primarily on our Customer Data Platforms (CDP) verticals of Martech and Adtech solutions.

Key Responsibilities:

The Director of AI Customer Success will be the primary point of contact for Uniphore’s Enterprise Customers. In this role you will lead customer strategy by focusing on and following key facets of Customer Success Journey:

• Drive customer success outcomes by developing key Customer Success metrics such as Value Realization, key performance metrics, gross renewals rate, net retention, adoption, customer health, churn rate and customer health score. Work with Product and platform teams to improve SaaS telemetry and gain real time understanding of the pulse of the customer.
• Drive adoption, satisfaction, and long-term value through combining technical expertise and customer-facing skills.
• Own executive-level relationships with key enterprise clients, serving as a trusted advisor for AI strategy, implementation, and value realization.
• Lead complex customer engagements focused on deploying AI and data-driven solutions across business functions.
• Develop tailored success plans and roadmaps that align AI capabilities with customer business objectives.
• Partner with Sales, Product, Engineering, and Delivery teams to ensure seamless implementation and continuous improvement.
• Drive customer adoption, expansion, and retention through strategic planning, outcomes tracking, and executive business reviews.
• Establish best practices for enterprise customer success, from onboarding to renewal, with a focus on scalable AI impact.
• Serve as a thought leader internally and externally on AI use cases, responsible AI practices, and digital transformation strategies.
• Provide feedback to product teams to influence the roadmap based on client needs and industry trends.
• Championing the broader Uniphore Business AI Cloud Platform within your portfolio, driving adoption of the deep data and AI capabilities that enable business transformation.
• This role will report to U.S. VP of Customer Success.

Required Qualifications:

• 8-10+ years of experience in consulting, customer success, or professional services, with a focus on enterprise technology solutions in the Customer Data Platforms (CDP) industry specifically focused on Martech and Adtech solutions.
• 3-5+ years of experience working directly with AI products, platforms, or services in an advisory or delivery capacity.
• 5+ years’ experience engaging end users through C-Suite Executives, in both casual and formal professional settings.
• Consistent record of accomplishment in delivering ROI, exceeding retention, customer satisfaction, and advocacy targets.
• Proven record of accomplishment of managing complex client relationships, leading multi-stakeholder engagements, and delivering measurable outcomes.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing, or retail where AI has significant business impact.
• Proven Track record of CDP AI Consultancy and driving growth and adoption of SAAS solutions.
• Deep understanding of CDP AI solution architectures, business applications of AI, and change management related to customer adoption.
• Strong strategic thinking, executive communication, and client-facing presence.
• Experience working with cloud platforms (AWS, Azure, GCP) and AI services (e.g., OpenAI, TensorFlow, Hugging Face, etc.).
• Familiarity with enterprise software delivery lifecycles, success metrics, and ROI frameworks.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Client-Centric & Empathetic: You genuinely care about your clients. You listen actively to their needs and put yourself in their shoes to anticipate issues and opportunities
• Bachelor's or master's degree in business, Computer Science, Engineering, Data Science, or related field; MBA or advanced degree preferred.
• Ability to travel at least 25% of the time.
• This role will report to the U. S. Vice President of Customer Success.

Preferred Qualifications:

• You are fluent in the Martech and AdTech ecosystems. You have spent years navigating the complexity of marketing stacks and advertising tech—connecting systems, streamlining data flows, and unlocking real customer insights. Whether it is DMPs, CDPs, DSPs, or automation platforms, you know how it all fits together to drive performance.
• You have led from the front with CDPs. With 6–10 years of hands-on experience in Customer Data Platforms for both B2B and B2C brands, you understand the strategic role they play in activating unified customer journeys across channels. You do not just support CDP adoption; you drive it, scale it, and optimize it.
• You turn technology into outcomes. Your value lies in translating complex tools into clear, actionable strategies. You have advised enterprise clients on how to use data-driven marketing to directly impact KPIs like acquisition cost, engagement, retention, and revenue lift.
• You have been the go-to for growth. You have partnered with marketers, media teams, and product leaders to implement scalable SaaS solutions that generate results. Your expertise ensures technology does not sit idle—it powers campaigns, unlocks insights, and fuels the business.