Head of Customer Success & Account Management
- Location
- Mountain View
- Workplace
- Hybrid
- Compensation
- $230k – $290k + equity
About this role
We are looking for a Head of Customer Success & Account Management with 7+ years of experience to build and own the entire post-sales function at Inworld, the world's #1 ranked realtime voice AI company. You'll come in as a player-coach — directly managing strategic accounts while designing the operating model, playbooks, and team that will scale customer retention and expansion across our rapidly growing base of AI-powered consumer applications.
What will you be doing?
Own the full customer lifecycle post-close: onboarding, adoption, renewals, and expansion across SMB-to-mid-market accounts
Personally manage the highest-value strategic accounts while building multi-threaded relationships with technical and executive stakeholders
Build the post-sales team from scratch — define segmentation, coverage models, and hire your first CS/AM team members
Drive gross and net revenue retention targets, build renewal/expansion forecasts, and create repeatable account growth playbooks
Leverage AI agents and automation for health scoring, risk detection, and scalable customer engagement
Key Requirements
7+ years in customer success or account management with 3+ years leading and hiring teams — must have director-level or equivalent leadership experience
Built or scaled a post-sales motion at a high-growth startup (pure Big Tech backgrounds without startup experience will not be considered)
Experience managing SMB-to-mid-market accounts — not exclusively enterprise-focused
Hands-on with retention and expansion motions: must have personally carried and hit renewal/expansion targets
AI-native mindset with comfort selling/supporting highly technical products (APIs, developer platforms, infrastructure)
What happens next
Skip the application pile. I get you in front of the people who decide.
Confirm the fit
A few questions to make sure this role is the right shape for you. Two minutes.
I pitch you to the company
I write the intro, send it to the founder, and handle the back-and-forth.
A meeting lands on your calendar
When the company wants to meet, I get the call on your calendar. You just show up.
Culture & values
Fast-paced and ownership-driven culture where people operate with high degree of autonomy
Direct access to senior leadership and CEO without layers of management
Company pays close attention to employee growth trajectory, promotions, and expanded impact
Stagnation is viewed as a red flag internally
Comfortable with ambiguity and energized by change
Culture of transparency and integrity in how company operates
Genuine flexibility around personal circumstances and timelines
Team actively uses AI tools in day-to-day work, not just in products
Startup-minded approach with real systems and processes in place
High degree of mutual respect among team members
Team rewards people who push themselves and the company forward
Tight-knit group of researchers, engineers, and go-to-market operators
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