Director of Customer Success, Aisera
$175-210k
Office located in Palo Alto, CA
AI-driven workplace automation software
Be an early applicant
AI-driven workplace automation software
201-500 employees
Be an early applicant
$175-210k
Office located in Palo Alto, CA
201-500 employees
Company mission
To help users with greater self-service by automating common to complex actions and tasks.
Role
Who you are
- 10+ years of experience in Customer Success, Professional Services, or Strategic Account Management for enterprise SaaS
- 5+ years of leadership experience managing and scaling high-performing customer-facing teams
- Demonstrated success driving expansion and NRR within a portfolio of enterprise accounts
- Strong executive presence and communication skills; proven ability to lead C-level conversations around AI, automation, and digital transformation
- Deep experience in enterprise software adoption—ITSM, HR, Customer Experience, or AIOps strongly preferred
- Familiarity with AI/ML, Generative AI, and automation technologies, with the ability to translate technical capabilities into business value
- Proven ability to develop and operationalize customer health frameworks, playbooks, and metrics
- Hands-on leadership style: thrives in front of customers while building scalable team processes
- Bachelor’s degree required; advanced degree a plus
What the job involves
- At Aisera, we’re building a world-class Customer Success organization that partners with enterprises to unlock the full potential of AI-powered automation
- We are looking for a hands-on Director of Customer Success who will lead from the front—personally engaging with executives at our most strategic customers while coaching and scaling a high-performing team
- This role is accountable for driving adoption, business transformation, and Net Revenue Retention (NRR) across Aisera’s customer base
- You’ll be the executive voice of value realization, ensuring that customers not only achieve automation and cost-reduction goals but also expand their investment in Aisera’s AI Copilot platform across IT, HR, Customer Service, and AIOps
- You’ll work closely with Sales, Services, and Product to build repeatable success playbooks, create an “impact library” of measurable outcomes, and establish Aisera as a long-term strategic partner to the enterprise C-suite
- This is a highly visible, customer-facing role with significant impact on our growth trajectory
- Serve as the executive sponsor for strategic accounts, driving adoption, business outcomes, and measurable ROI
- Lead, mentor, and scale a Customer Success team—acting as a player-coach by directly managing key customer relationships
- Own Net Revenue Retention (NRR) and Expansion by partnering with Sales on upsell and cross-sell motions
- Develop and operationalize customer success playbooks that scale across ITSM, HR, Customer Service, and AIOps domains
- Drive value realization through automation metrics (deflection %, MTTR reduction, CSAT lift, workflow coverage)
- Establish executive-level success plans and QBRs to align with customer transformation goals
- Build customer health telemetry and dashboards to proactively manage adoption and renewal risks
- Partner with Product to channel customer feedback into roadmap prioritization, particularly around LLM governance, agent workflows, and integrations
- Evangelize customer success stories internally and externally, building a library of measurable impact and automation outcomes
- Collaborate with ecosystem partners (ServiceNow, Microsoft, Salesforce, etc.) to accelerate time-to-value and ensure seamless integrations
Our take
Aisera is an intelligent process automation platform startup that automates tasks, actions, and workflows for customers using AI tech. Thus providing its users with cost-cutting opportunities, while boosting productivity.
With the increased interest in AI solutions, plenty of competitors are vying for a position in the lucrative and expanding workflow automation market. From startups like WorkFusion, and strong contender UiPath, to larger giants like Microsoft and IBM, Aisera is under pressure to distinguish itself. However, as it is the world's first AI-driven EX and CX service platform, the company has seen an unprecedented 300% YOY growth.
Aisera counts on a 75 million strong user base, including big-name enterprise clients like Zoom, McAfee, and Autodesk. This demonstrable success in helping large companies accommodate growth without compromising on customer service will prove vital in winning significant market share. Its accelerated focus on strategic partnerships, which currently include the likes of Microsoft, Salesforce, and Slack, and further product development is likely to see Aisera continue gaining momentum.
Freddie
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2022
$90m
SERIES D
Apr 2021
$40m
SERIES C
Total funding: $218.5m
Company benefits
- Stock options
- Remote work friendly
- Medical, dental, and vision plans
- $1000 as a one-time home office upgrade
- Employee and Customer referral programs to participate in the success
Company HQ
Alviso, San Jose, CA
Leadership
Muddu Sudhakar
(CEO)Before co-founding Aisera, Muddu worked as CEO for Caspida, Cetas, Kazeon, Sanera and Rio Design. He holds a PhD in Computer Science from the University of California and owns more than 40 patents.
Christos Tryfonas
(Chief Architect)Before co-founding Aisera, Christos founded and was CTO of Caspida, a cyber-security company. He has also co-founded Cetas, a cloud analytics company, and Kazeon Systems.
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