Director of Customer Success - AI

The Director of AI Customer Success at Uniphore will act as a strategic advisor to enterprise clients, ensuring the successful delivery, adoption, and value realization of AI solutions. This role involves executive-level client engagement, leveraging AI expertise and a deep consulting background to bridge technical capabilities with business needs. Responsibilities include driving customer success metrics, owning executive relationships, leading complex AI deployments, and partnering with internal teams to ensure seamless implementation and continuous improvement, ultimately maximizing customer ROI.

Must Have

• Serve as a strategic advisor to enterprise clients.
• Ensure successful delivery, adoption, and long-term value realization of AI solutions.
• Drive customer success outcomes (Value Realization, gross renewals, net retention, adoption, customer health, churn rate).
• Own executive-level relationships with key enterprise clients.
• Lead complex customer engagements focused on 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.
• Provide feedback to product teams to influence the roadmap.
• Champion the Uniphore Business AI Cloud Platform.
• 10+ years in consulting, customer success, or professional services with enterprise tech.
• 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 AI solution architectures, business applications, and change management.
• Strong strategic thinking, executive communication, and client-facing presence.
• Experience with cloud platforms (AWS, Azure, GCP) and AI services.
• Bachelor's or master's degree in relevant fields.
• Ability to travel at least 25%.

Good to Have

• Help enterprises transform beyond just AI adoption.
• Connect technology to significant business outcomes and ROI.
• Act as a strategic advisor to business and technical leaders.
• Understand how AI gets delivered (conversational AI, workflow automation, predictive analytics, emotion AI).
• Partner with customers beyond implementation for continuous improvement and new use cases.
• MBA or advanced degree.

Perks & Benefits

• Competitive base pay
• 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

Job Description:

As a member of Uniphore’s Customer Success team, the Director of AI Customer Success will serve as a 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.

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:

• 10+ years of experience in consulting, customer success, or professional services, with a focus on enterprise technology solutions.
• 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 AI Consultancy and driving growth and adoption of SAAS solutions.
• Deep understanding of AI solution architectures, business applications of AI, and change management related to AI 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 help enterprises do more than just adopt AI—you help them transform. With a solid foundation in AI strategy, implementation, and optimization, you have guided large organizations through complex, cross-functional journeys. Whether it is customer experience, operations, sales, or back office, you know how to apply AI to create measurable value.
• You connect technology to significant business outcomes. You do not speak in abstract models—you speak in ROI. You have designed AI solutions that drive efficiency, boost revenue, reduce costs, and improve decision-making. You understand enterprise KPIs and how to align AI capabilities with what matters most to the C-suite.
• You have been the strategic advisor in the room. You have worked closely with business and technical leaders to uncover AI opportunities, build roadmaps, and lead large-scale change. You are comfortable navigating stakeholder complexity and influencing across IT, operations, marketing, and product teams.
• You understand how AI gets delivered. From conversational AI and workflow automation to predictive analytics and emotion AI, you know what it takes to design, integrate, and scale AI solutions within complex enterprise systems
• You know adoption is just the beginning. You partner with customers beyond implementation—monitoring performance, driving continuous improvement, and uncovering new use cases. You help enterprises turn AI from a pilot project into a core part of how they operate and grow.