Director of AI Customer Success - Customer Data Platform

Director Of Ai Customer Success

Uniphore is one of the largest B2B AI-native companiesdecades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments. Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data. As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

As a member of Uniphore's Customer Success team, the Director of AI Customer Success will serve as strategic advisor to enterprise clients. This role blends executive-level client engagement, AI expertise, and a deep consulting background to ensure successful delivery, adoption, and long-term value realization of AI solutions. This role bridges the gap between technical capabilities and business needs, ensuring customers achieve their goals and maximize their return on investment. This role will focus primarily on our Customer Data Platforms (CDP) verticals of Martech and Adtech solutions.

Key Responsibilities:

• Drive customer success outcomes by developing key Customer Success metrics such as Value Realization, key performance metrics, gross renewals rate, net retention, adoption, customer health, churn rate and customer health score. Work with Product and platform teams to improve SaaS telemetry and gain real time understanding of the pulse of the customer.
• Drive adoption, satisfaction, and long-term value through combining technical expertise and customer-facing skills.
• Own executive-level relationships with key enterprise clients, serving as a trusted advisor for AI strategy, implementation, and value realization.
• Lead complex customer engagements focused on deploying AI and data-driven solutions across business functions.
• Develop tailored success plans and roadmaps that align AI capabilities with customer business objectives.
• Partner with Sales, Product, Engineering, and Delivery teams to ensure seamless implementation and continuous improvement.
• Drive customer adoption, expansion, and retention through strategic planning, outcomes tracking, and executive business reviews.
• Establish best practices for enterprise customer success, from onboarding to renewal, with a focus on scalable AI impact.
• Serve as a thought leader internally and externally on AI use cases, responsible AI practices, and digital transformation strategies.
• Provide feedback to product teams to influence the roadmap based on client needs and industry trends.
• Championing the broader Uniphore Business AI Cloud Platform within your portfolio, driving adoption of the deep data and AI capabilities that enable business transformation.
• This role will report to U.S. VP of Customer Success.

Required Qualifications:

• 8-10+ years of experience in consulting, customer success, or professional services, with a focus on enterprise technology solutions in the Customer Data Platforms (CDP) industry specifically focused on Martech and Adtech solutions.
• 3-5+ years of experience working directly with AI products, platforms, or services in an advisory or delivery capacity.
• 5+ years' experience engaging end users through C-Suite Executives, in both casual and formal professional settings.
• Consistent record of accomplishment in delivering ROI, exceeding retention, customer satisfaction, and advocacy targets.
• Proven record of accomplishment of managing complex client relationships, leading multi-stakeholder engagements, and delivering measurable outcomes.
• Experience in enterprise verticals such as healthcare, financial services, manufacturing, or retail where AI has significant business impact.
• Proven Track record of CDP AI Consultancy and driving growth and adoption of SAAS solutions.
• Deep understanding of CDP AI solution architectures, business applications of AI, and change management related to customer adoption.
• Strong strategic thinking, executive communication, and client-facing presence.
• Experience working with cloud platforms (AWS, Azure, GCP) and AI services (e.g., OpenAI, TensorFlow, Hugging Face, etc.).
• Familiarity with enterprise software delivery lifecycles, success metrics, and ROI frameworks.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Client-Centric & Empathetic: You genuinely care about your clients. You listen actively to their needs and put yourself in their shoes to anticipate issues and opportunities
• Bachelor's or master's degree in business, Computer Science, Engineering, Data Science, or related field; MBA or advanced degree preferred.
• Ability to travel at least 25% of the time.
• This role will report to the U. S. Vice President of Customer Success.

Preferred Qualifications:

• You are fluent in the Martech and AdTech ecosystems. You have spent years navigating the complexity of marketing stacks and advertising techconnecting systems, streamlining data flows, and unlocking real customer insights. Whether it is DMPs, CDPs, DSPs, or automation platforms, you know how it all fits together to drive performance.
• You have led from the front with CDPs. With 610 years of hands-on experience in Customer Data Platforms for both B2B and B2C brands, you understand the strategic role they play in activating unified customer journeys across channels. You do not just support CDP adoption; you drive it, scale it, and optimize it.
• You turn technology into outcomes. Your value lies in translating complex tools into clear, actionable strategies. You have advised enterprise clients on how to use data-driven marketing to directly impact KPIs like acquisition cost, engagement, retention, and revenue lift.
• You have been the go-to for growth. You have partnered with marketers, media teams, and product leaders to implement scalable SaaS solutions that generate results. Your expertise ensures technology does not sit idleit powers campaigns, unlocks insights, and fuels the business.

Benefits :

In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life.

Location preference:

USA - CA - Palo Alto

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.