Customer Success Lead/Head of - SaaS/AI

Customer Success Leader | AI Agent Platform | New York City

Salary: $200k-$250K base/ $260k- $340k OTE + equity | Full-time, NYC office-based

A fast-growing, venture-backed AI company is hiring its first US post-sales leader in New York.

The product is a horizontal AI agent platform. Companies connect their tools and data (CRM, call recording, docs, data warehouse), and any employee can then build agents that find information and take action. It typically starts with a few teams and expands across the whole company, from small businesses to enterprises with thousands of employees.

US customers are growing quickly, and the post-sales team now covers Customer Success, Deployment and Solutions Engineering. It doesn’t yet have one leader pulling it together. That’s this role.

What you’ll do

• Bring US post-sales together. Set clear account ownership across CS, Deployment and Solutions Engineering. Decide where resources go, tighten the handoff from Sales and catch account risk early.
• Keep your own book. Personally own a set of strategic enterprise accounts, from onboarding and adoption through retention and expansion. This is a player-coach role, and staying close to customers is part of the job.
• Build the function. Write the first US playbooks for onboarding, deployment, escalation and resourcing. Set the team’s weekly operating rhythm, coach the team and help shape future hiring and org design.
• Work across the business. Partner closely with Sales and Product so customer feedback improves the product and the go-to-market approach.

The role is hands-on at first and grows into a broader Head of CS position as the US team scales.

What we’re looking for

• Post-sales leadership across more than one function: CS plus onboarding, implementation or deployment, and Solutions Engineering, not only a CSM team
• Recent, hands-on ownership of complex enterprise accounts, with results you can point to in adoption, retention, expansion or time-to-value
• You’ve built or rebuilt a post-sales team, process or playbook, ideally at an early-stage or high-growth B2B SaaS company
• Comfort with technical products, and a working understanding of how deployment and integrations drive adoption
• You use AI tools in your own work and are curious about how AI is changing enterprise workflows
• Strong cross-functional instincts: you raise problems early, make trade-offs and influence without relying on your title

Titles matter less than scope. A Director who has built a multi-functional post-sales motion may be a better fit than a VP who has only run a mature organisation.

Why join

• A newly created leadership role where you set how US customers are served and grown
• Real ownership: you build the operating model rather than inherit one
• You stay close to customers while shaping strategy
• Scope across CS, Deployment, SE, Sales and Product
• You’ll help companies get real value from AI agents while enterprise use cases are still taking shape