Director of Customer Success | Housing

About EliseAIEliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.About The RoleYou will work cross-functionally with key stakeholders across the business to retain revenue within our customer base. You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite. Key ResponsibilitiesMaintain and support a high performing team of CSMs by providing ongoing coaching and training, and working with each IC to identify and achieve professional development goals Partner with HR and other leaders to recruit strong mid-market and enterprise CSMs and scale the team as the company grows Work closely with CSMs to understand customer challenges and pain points, and identify what their goals are for implementing EliseAI throughout their real estate portfoliosOwn the success of customers, including onboarding, product adoption and retentionStrategize with our CRO to build, own, and execute account plans Lead a weekly metrics review to identify opportunities to improve performance Collaborate with product and engineering to spearhead adoption of new products and featuresSupport our scaling by building out onboarding and enablement programs for new CSM hiresProactively identify churn risks and build and execute on playbooks based on learnings Help clients understand the ROI that EliseAI provides and help them communicate that value internally within their own organizationsPartner with CSMs to drive upsell opportunities for the sales teamPartner with content and design to create training and online webinars to educate all client stakeholders on how to successfully use our solutionsSurface client feedback and ideas to the product and engineering teams for potential new featuresAttract top-tier talent to join our driven teamRequirementsExperience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup 3+ years experience managing a customer success teamA track record in managing risk, forecasting, and identifying growth opportunitiesSkilled in navigating cross-functional relationships within a high-growth SaaS environmentExcellent written and verbal communication skills;Strong sense of ownership and eagerness to build and define the customer success function.Ability to communicate candid, constructive feedback with your teamStrong customer-facing and presentation skills with the ability to establish credibility with executivesWillingness to work in person at our office 4-5 days a weekWhy JoinGrowth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.BenefitsIn addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:Equity in the company in the form of stock optionsMedical, Dental and Vision premiums covered at 100%Fully paid parental leaveCommuter benefits401k benefitsMonthly fitness stipendA collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch.Fun company social events through our Elise and the City programUnlimited vacation and paid holidaysWe'll cover relocation packages and make the move exciting, not painful!Job Compensation RangeThe base salary for this role is $150,000 - $185,000. EliseAI offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.In addition to the salary range listed, this role is eligible for commission based compensation. EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]

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