CS VP - West Coast

Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies. Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others. Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul. We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly. OVERVIEW As the VP of Customer Success, you will be the primary architect of the post-sales journey for our global enterprise clients. In the rapidly evolving landscape of Agentic AI, "success" isn't just about software uptime; it’s about ensuring our autonomous agents deliver measurable ROI and integrate seamlessly into complex human-digital workflows. You will lead a global team of Success Managers, Solutions Architects, and Support Engineers, transforming them into a world‑class organization that drives adoption, prevents churn, and identifies expansion opportunities within the Fortune 500. LOCATION Seattle, WA; San Francisco, CA or San Mateo, CA RESPONSIBILITES 1. Strategic Leadership & Vision Global Customer Success strategy , pivoting from traditional SaaS reactive support to a proactive, value-based partnership model. Develop the "Agentic Maturity Model" to help customers progress from simple automation to fully autonomous agent orchestration. Serve as the executive sponsor for Tier-1 global accounts, building relationships with C-suite stakeholders (CIOs, CDOs, and CTOs). 2. Operations & Performance Retention & Growth: Own the Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets. Customer Health Monitoring: Implement AI-driven telemetry to monitor agent performance, latency, and "hallucination" rates to preemptively address technical friction. Onboarding: Streamline the deployment of agentic frameworks, reducing Time-to-Value (TTV) for complex, multi-departmental AI implementations. 3. Cross-Functional Collaboration Product Feedback Loop: Act as the "voice of the customer," funneling edge-case requirements and feature requests back to the Engineering and Research teams. Sales Alignment: Partner with the CRO to ensure a "warm handoff" and identify white-space opportunities for expansion. Marketing: Cultivate a community of power users and brand advocates for case studies and advisory boards. MUST HAVE SKILLS Experience Required Minimum 10+ years in Customer Success leadership, with at least 5 years at the VP or Global Head level within Enterprise SaaS or AI/ML sectors required. Deep understanding of the AI lifecycle, including LLMs, RAG (Retrieval-Augmented Generation), and the specific challenges of Agentic workflows (governance, ethics, and security) required. Proven track record of managing global teams across multiple time zones (Americas, EMEA, APAC) and scaling organizations from $20M to $100M+ ARR required. Previous experience with customer success methodologies and practices like segmentation, customer journey, customer health scoring, etc required. Strong interpersonal skills, able to navigate complex organizational structures and relationships, comfortable engaging with C-level sponsors required. Proficiency in Gainsight, Salesforce, and advanced analytics tools to drive decision-making required. Candidates must currently reside in major city north of Charlotte in northeast & near major airport required. Travel requirement: 25% at minimum. EDUCATION QUALIFICATION Bachelor’s degree required; MBA is highly preferred. Depending on specific professional experience and geographical location of individuals, the salary for this position ranges from $200,000 - $220,000. Additional wage/bonus/commission and benefit details will be shared during the formal interview process for this full-time employment opportunity. #J-18808-Ljbffr