Customer Success Lead & AI Enablement, Optix

• 7–10 years in Customer Success, Account Management, or Consulting within B2B SaaS, with 3+ years leading teams or complex programs
• Proven success moving an organization from pooled/general CS to an account‑based or segment‑based model
• Track record of improving NRR and executing revenue‑expansion plays
• Hands‑on experience with AI/ML or data products (e.g., designing health‑scoring models, deploying LLM workflows, automating playbooks). Comfort with no‑code/low‑code tools; bonus for SQL, Python, or BI skills
• Excellent storyteller and influencer; can translate data into executive conversations and frontline coaching
• Builder’s mindset: thrives in ambiguity, experiments rapidly, measures relentlessly
• Passion for the future of work, coworking, or flexible workspace industry is a plus

Desirable

• We’re a passionate team that supports each other to do our best work over pour‑over coffee, chocolate croissants, and lively brainstorms about the future of work
• Now we’re seeking an entrepreneurial Customer Success Lead & AI Enablement to architect the next chapter of our Customer Success function
• Transition to an account‑based model: Build the strategy, playbooks, and segmentation needed to move from a generalized CS approach to an account‑based framework that maximizes client value
• Drive Net Revenue Retention (NRR) & expansion: Design interventions, success plans, and commercial motions that grow revenue from our existing client base through product adoption, upsell, cross‑sell, and services
• Operationalize AI in Customer Success: Lead the evaluation, implementation, and continuous improvement of AI‑powered health scoring, predictive insights, and tech‑touch workflows that scale CS efficiency without sacrificing the Optix human touch
• Strategy & leadership: Define the vision, OKRs, and phased roadmap to reach an account‑based CS model. Segment accounts by value and potential; establish engagement tiers, cadences, and SLAs. Partner with GTM leaders (Sales, Marketing, Product) to ensure a single, cohesive customer journey
• AI & tooling: Audit current tech stack; select and implement AI solutions (e.g., LLM‑based summarization, predictive churn, workflow automation). Build dashboards that surface real‑time health scores and leading indicators. Prototype and iterate quick‑win AI workflows to prove ROI
• Revenue expansion: Own NRR targets; run cadence reviews to track expansion pipeline. Design commercial plays—renewals, upsells, packaged services—with aligned incentives for Sales & CS. Establish pricing and packaging feedback loops to Product
• Team enablement & playbooks: Document repeatable playbooks (onboarding, adoption, renewal) and teach them via training and coaching. Create certification paths so every CSM becomes an Optix product & industry expert. Champion a customer‑centric culture across the company
• Operational excellence: Stand up metrics, dashboards, and forecast models for CS leadership and exec reporting. Optimize processes for scale: tech‑touch programs, knowledge base, and tools
• Success metrics (first 12 months):
• Account segmentation & playbooks live and adopted company‑wide
• ≥ 105 % NRR with a clear path to 110 %+
• AI health‑scoring model deployed with ≥ 80 % accuracy in predicting churn risk
• 30 % reduction in manual CS workload via AI‑driven automations and tech‑touch programs
• CSAT ≥ 95 % across strategic accounts