Head of Customer Success and Account Management, Voice AI, Bay Area

The Role

A 50-person company in the Bay Area builds realtime voice AI that other companies put inside their own consumer applications. It is hiring a Head of Customer Success and Account Management.

There is no post-sales team yet. You start as a player-coach: you manage the highest-value accounts yourself, and you design the operating model, the playbooks and the team that will carry retention and expansion from here. The customers are technical, and the book runs from small business to mid-market.

What You Will Do

• Own the customer lifecycle after close: onboarding, adoption, renewals and expansion
• Manage the most valuable strategic accounts personally, across technical and executive contacts
• Build the team from nothing: segmentation, coverage model, and your first CS and AM hires
• Carry gross and net revenue retention targets, and forecast renewals and expansion
• Write the account growth playbooks the team will repeat
• Use AI agents and automation for health scoring, risk detection and engagement at scale

What You Need

• 7 to 15 years in customer success or account management
• 3 or more years hiring and leading CS or AM teams, at director level or equivalent
• A post-sales motion you built or scaled at a high-growth startup
• Experience with small business and mid-market accounts, not enterprise alone
• Renewal and expansion targets you carried and hit yourself
• Experience with technical products such as APIs, developer platforms or infrastructure, and with technical buyers
• Comfort with a 70/30 split between base and variable pay

Who This Does Not Suit

• Leaders whose experience is enterprise accounts only
• People who have only worked in very large technology companies, with no startup experience

Useful, Not Required

• A path from product management into technical account management is also considered
• Based in the Bay Area

Package

• Base salary: US$230,000 to US$290,000
• On-target earnings: US$329,000 to US$414,000
• Equity: included
• Work rights: US work authorisation required. Visa transfers (OPT, H-1B transfer) are considered
• Location: hybrid, three days a week in Mountain View

How This Works

Zionic Group is recruiting this role on the employer’s behalf. The employer is named on the first call, before any CV goes anywhere. Your details are never sent without your say-so.