Vp, Customer Success

Location: 

San Francisco Bay Area (Hybrid) / Remote

Role:

As the VP of Customer Success at Together AI, you will be responsible for developing a comprehensive strategy for the Customer Success organization, ensuring alignment with the company’s mission, vision, and values. You will build, lead and inspire a technical team to deliver exceptional customer experiences, focusing on retention, adoption, growth, and engagement. In this role, you will use data-driven insights to scale strategies that help customers, from self-serve PLG clients up to custom Enterprise deployments, achieve their desired outcomes, while also creating tools and frameworks for real-time monitoring of customer adoption and usage. Additionally, you will spearhead cross-functional initiatives, partnering closely with Engineering, Product and Research, to continually improve the customer journey from onboarding to renewal, and drive strategic influence both with customers and within the company. 

Your leadership will extend to collaborating closely with the Sales organization to foster growth and retention, developing and implementing customer support policies to ensure consistent service delivery, and managing customer escalations effectively. You will work closely with Research & Engineering to drive adoption of highly technical products, including fine-tuning & inference LLMs & multi-modality genAI models, model training & GPU cluster deployment / management. You will identify opportunities to streamline support processes and enhance the overall customer experience. By aligning and influencing the Executive Team and senior leadership on Customer Success and Go-To-Market strategies, you will play a critical role in optimizing value for Together AI’s customers and driving the company’s growth.

Responsibilities:

• Develop a clear strategy and vision for the Customer Success organization, inspiring the team through communication in alignment with Together AI’s mission, vision, and values.
• Build and lead a technical Customer Success and Support team that delivers best-in-class customer experiences as measured by retention, adoption, growth and engagement.
• Use data to drive and scale strategies and tactics that help customers achieve their desired outcomes and, ultimately, renew or expand their subscription.
• Create the tools and framework to ensure real-time access to customer adoption and usage rates, and to flag opportunities for risk-mitigation and value optimization.
• Provide strategic influence with customer accounts as well as internally for programs and initiatives, continuously improving the customer journey, segmentation approaches, and digital approaches.
• Lead cross functional work streams and projects across Together AI to improve customer experience, voice-of-customer metrics and reporting, and growth. 
• Align and influence the Executive Team and senior leadership on Customer Success and GTM strategies and tactics.
• Partner closely with the Sales organization to drive growth and retention and improve efficiency
• Develop and implement customer support policies, procedures, and standards to ensure consistent and exceptional service delivery.
• Lead customer escalation management, handling complex issues and ensuring timely and satisfactory resolutions.
• Identify opportunities to streamline customer support processes, enhance service delivery, and improve the overall customer experience.

Requirements: 

• 10+ years of experience in Customer Success, supporting SaaS and highly technical products, preferably in AI/ML systems.
• 6+ years in Customer Success leadership positions, demonstrated experience in influencing the executive leadership team and product direction.
• Previous experience collaborating with engineers and product teams in highly technical products with successful outcomes
• The ability to navigate and execute amidst ambiguity, adapt to different domains based on the current business challenges, and deliver straightforward solutions.
• Excellent communication and interpersonal abilities, adept at explaining complex subjects in clear terms to a diverse range of external and internal stakeholders. Enjoy participating in cross-organizational collaboration, navigating trade-offs, and managing competing priorities.

About Together AI

Together AI is a research-driven artificial intelligence company. We believe open and transparent AI systems will drive innovation and create the best outcomes for society, and together we are on a mission to significantly lower the cost of modern AI systems by co-designing software, hardware, algorithms, and models. We have contributed to leading open-source research, models, and datasets to advance the frontier of AI, and our team has been behind technological advancement such as FlashAttention, Hyena, FlexGen, and RedPajama. We invite you to join a passionate team  in our journey in building the next generation AI infrastructure.

We offer competitive compensation, startup equity, health insurance, and other benefits, as well as flexibility in terms of remote work. The US base salary range for this full-time position is: $250,000 - $370,000 + equity + benefits. Our salary ranges are determined by location, level and role. Individual compensation will be determined by experience, skills, and job-related knowledge.

Together AI is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more.

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