Customer Success Director, Uniphore
$151.2-189k
+ 15% Bonus
Conversational AI & automation platform
Job no longer available
Conversational AI & automation platform
501-1000 employees
Job no longer available
$151.2-189k
+ 15% Bonus
501-1000 employees
Company mission
To be the defining conversational AI and automation platform to realize the value of every enterprise conversation.
Role
Who you are
- Executive Presence & Strong Presentation Skills
- Proven experience in customer success, account management, or related roles in SaaS or AI environments
- Deep Industry Experience (Healthcare, Insurance, Hospitality, Retail, etc)
- Understands industry language and operations
- Demonstrated Experience leading account growth multiple times ($K -> $M)
- Director Level or above leader cross functional delivery teams
- Ability to map business operational challenges with Technical Solutions
- Strong analytical abilities and experience using data to drive decision-making
- A customer-centric mindset with a passion for ensuring customer satisfaction and success
- Bachelor's degree in business, engineering, or a related field. A master's degree is a plus
- Spent Significant time cultivating Relationships and Account Growth
- Customer-focused and empathetic, with a genuine desire to help customers achieve their goals
- Industry Recognized veteran
- Collaborative team player who can influence cross functional work on behalf of the customer
- Goal-oriented with a focus on achieving KPI’s
- Balance Operational Issues with Delivery team while maintaining a Strategic Focus
- A proactive and adaptable approach to evolving customer needs and challenges
What the job involves
- You will be the Executive interface with the customer and internal advocate within Uniphore’s Executive leadership team. As a Customer Success Director, you are responsible for; overall service delivery excellence, expanding executive relationships and creating advocates, driving expansion growth, while maximizing the value customers achieve from our solutions
- Service Delivery
- Proactively understand the customer’s business operations, metrics, and how our solutions can influence them
- Executive Lead for Cross Functional Team engaging with customer to ensure expectations are met or exceeded
- Monitors and guides Uniphore’s functions engaged with customer including: Services, Customer Success, Tech Support, and Engineering
- Leads the Executive Business Reviews which correlates activities and metrics that align to the customer’s business KPI’s
- Proactively identifies best practices and areas where customers can improve their operations and end customer impact
- Monitor customer health in conjunction with Customer Success Manager
- Executive Engagement
- Take Brand/Success Story to other organizations within the Customer’s organization
- Build strong, ongoing relationships with key senior customer Executives across multiple groups
- Increase the breadth of Uniphore’s visibility across the various organizations
- Create Sr. Executive Mapping of Customer’s org and turn Executives into Advocates
- Align Uniphore C-Suite team with corresponding customer corporate executives
- Track and correlate engagements of Execs across the Leadership Team
- Coordinate with Customer Success Manager in mapping operational relationships
- Identify areas that provide Industry visibility and promote customer’s business
- AccountExpansion
- Owns Account P&L
- Upsell / Cross-sell within Current Engagement
- Expand to other business units at the customer
- Maintain constant communication with customer to identify new Use Cases & Pilots
- Owns Account Level SWOT Analysis
- Increase the adoption of our product portfolio including adoption and additional products
- Collaborate with Sales on Account Plan
- Proactively identify areas that may lead to reduction or churn
- Value Delivery
- Own the reporting, and communication of business impacting metrics
- Translate metrics to business outcomes and impact. (F1 Scores, AHT, utilization, Containment, etc)
- Work closely with customer Executives to identify their business goals and align our Solutions to help them achieve those objectives
- Guide the Customer Success Manager, to efficiently create and communicate KPI’s
- Utilize customer data to generate insights that inform strategic decisions and improvements
Our take
Uniphore builds software that helps customer support centers to automate their processes with analytics and AI-powered improvements. Traditionally, call centers have relied on human training and manual processes, an expensive route to scale, so Uniphore helps businesses in this position by driving efficiencies (and cutting costs), whilst helping those businesses to scale during spikes in demand.
Uniphore also provides an array of analytical tools, which enable businesses to drill down into their customer service operations, and better understand where they can deliver more effectively. A series of acquisitions, such as that of no-code customer experience platform Jacada, have contributed to further expanding its suite of offerings.
With the conversational AI space already worth billions and growing, Uniphore operates in a lucrative market, and the company has received good levels of funding in the past. Though not immune to the poor economic conditions of late, the recent acquisitions of Red Box and Hexagone demonstrate that Uniphore is still in a good position. Being named a leader in the 2022 Opus Conversational Intelligence Intelliview report will only help solidify its reputation as a leading force in the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
4% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2025
$260m
SERIES F
Feb 2022
$400m
SERIES E
Total funding: $868.8m
Company benefits
- Medical, Dental and Vision insurance
- Mental health support resources
- Wellness events
- Generous vacation days
- Enhanced paid time off for parental leave, caregiver leave, and bereavement time
- Holidays and birthday time off
- Employee equity
- Retirement/pension plans with company contributions in many countries
- Training and learning programs
- Lunch & Learns
Company HQ
Palo Alto, CA
Leadership
Ravi Saraogi
(President (APAC))Studied Information Technology at the Jaypee University of Information Technology. Previously Project Associate at TeNet for 10 months and Member at Mobile Payment Forum of India for 14 years.
Umesh Sachdev
(CEO)Previously Board Member at RTBI (IITM's Rural Technology and Business Incubator) for 3 years and Chair (USISPF Startup Connect) at US-India Strategic Partnership Forum for 1 year.
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