Director of Customer Success

What We Do: AI Service Management (AISM)

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.

Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

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The Role:

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.

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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 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.

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What You’ll Need:

• 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.