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Head of Customer Success

Head of Customer Success

Remote US

About AssemblyAI

At AssemblyAI, we’re creating a leading Applied AI company by building powerful models to transcribe and understand audio data, exposed through a straightforward web API.

Progress in AI is moving at an unprecedented pacewe keep our pulse on the latest developments and breakthroughs in AI research and use these advances to inform our production-ready AI models. Our Automated Speech Recognition (ASR) models already outperform companies like Google, AWS, and Microsoft – which is why hundreds of companies and thousands of developers are using our API to transcribe and understand millions of videos, podcasts, phone calls, and Zoom meetings every day.

We’ve raised funding by leading investors including Accel, Insight Partners, Y Combinator’s AI Fund, Patrick and John Collision, Nat Friedman, and Daniel Gross. As part of a huge and emerging market, AssemblyAI is well on its way to becoming the leader in applied AI.

Join our world-class, remote team and help us build an iconic AI company!

About the role:

As the Head of Customer Success at AssemblyAI, you will lead critical customer success initiatives. In this role, you will bring a strategic vision and innovative approach to drive an amazing customer experience, ongoing value realization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of customers.

This is a cross-functional role that requires efficient prioritization, excellent relationship development and interpersonal skills, and a deep care for customer experience.

What You’ll Do:

  • Lead our Customer Success and Support Teams: Manage and inspire a team of talented individuals to deliver exceptional customer support and success.
  • Customer Retention: Develop and execute strategies to increase customer retention and minimize churn.
  • Net Dollar Retention: Drive positive customer experiences, product adoption and overall customer success to increase net dollar retention.
  • Product Adoption: Collaborate with cross-functional teams internally to ensure customers fully understand and leverage the value of our products.
  • Scaling Team: Scale and optimize the customer success team to meet the demands of various growth stages.
  • Feedback Loop: Create and maintain strong feedback loops between customers and Product & Engineering teams, to include possibly leveraging NPS.
  • Customer Advocacy: Foster a culture of customer advocacy and encourage customers to become champions of our product.
  • Multi channel: Support both contracted customer and Pay-as-you-go customer channels, both high touch and at-scale success motions.
  • Own the onboarding and retention phases of our customer journey and sales process.
  • Customer health: Implement a system for measuring customer health, and drive proactive customer success motions to improve health scores and outcomes.

What You’ll Need:

  • Startup Experience: Proven experience in a startup environment, including the ability to adapt and thrive in a fast-paced and dynamic setting.
  • Team Leadership: Strong leadership skills with the ability to build, develop, and motivate high-performing teams.
  • Customer-Centric: A deep commitment to customer success, with a keen understanding of customer needs and a passion for exceeding expectations.
  • Growth Mindset: Demonstrated ability to scale and optimize customer success functions through various stages of growth.
  • Communication Skills: Excellent written and verbal communication skills to effectively collaborate with internal and external stakeholders.
  • Developer-Facing Tools: Experience working with developer-facing tools or platforms is preferred but not required.

Pay Transparency:

AssemblyAI strives to recruit and retain exceptional talent from diverse backgrounds while ensuring pay equity for our team. Our salary ranges are based on paying competitively for our size, stage and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

There are many factors that go into salary determinations, including relevant experience, skill level and qualifications assessed during the interview process, and maintaining internal equity with peers on the team. The range shared below is a general expectation for the function as posted, but we are also open to considering candidates who may be more or less experienced than outlined in the job description. In this case, we will communicate any updates in the expected salary range.

Lastly, the provided range is the expected salary for candidates in the U.S. Outside of those regions, there may be a change in the range, which again, will be communicated to candidates.

Salary range: $250,000-$308,000

Working at AssemblyAI

We are a small but mighty group of problem solvers, innovators, and experienced AI researchers with over 20 years of expertise in Machine Learning, Speech Recognition, and NLP. As a fully remote team, we’re looking for people to join our team who are ambitious, curious, and self-motivated. We put a lot of trust and autonomy into everyone on our team and want to find people who will add to our culture, not just fit in.