Director of Customer Success

Director Of Customer Success

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 frontpersonally 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.

What You'll Do :

• Serve as the executive sponsor for strategic accounts, driving adoption, business outcomes, and measurable ROI.
• Lead, mentor, and scale a Customer Success teamacting 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.

What You'll Need :