VP of Customer Success
Company Description
AI Explained is a technology company focused on making artificial intelligence understandable and accessible to a wide range of users. The organization builds tools, content, and services that help individuals and businesses learn how to apply AI in practical, outcome-driven ways. AI Explained values clear communication, ethical use of technology, and creating products that deliver measurable impact. Team members collaborate remotely, using modern tooling and data-informed decisions to continuously improve the user experience. Role Description The VP of Customer Success is responsible for leading the customer success function and ensuring that customers achieve meaningful outcomes with AI Explained’s products and services. This full-time, remote role oversees the development of customer success strategies, including onboarding, adoption, expansion, and retention programs. Day-to-day responsibilities include managing and mentoring customer success and account management teams, reviewing customer health metrics, and collaborating with product, marketing, and sales to improve the customer journey. The role involves engaging with strategic accounts, resolving complex customer issues, and building executive-level relationships that drive long-term loyalty and growth. The VP of Customer Success will also create scalable processes, feedback loops, and playbooks to ensure consistent, high-quality customer experiences across the portfolio.
Qualifications
Strong focus on Customer Satisfaction and Customer Experience, with a track record of improving customer outcomes and advocacy. Proven ability to drive Customer Retention and manage renewals, including designing programs that reduce churn and increase lifetime value. Experience in Account Management and Sales collaboration, including working with revenue teams on upsell, cross-sell, and expansion opportunities. Leadership experience overseeing customer-facing teams, including setting strategy, coaching managers, and scaling operations in a high-growth environment. Ability to interpret customer data and health metrics, and use insights to prioritize initiatives and inform executive-level decisions. Excellent communication and stakeholder management skills, including comfort presenting to senior leaders and external partners. Background in SaaS, technology, or AI-related products is strongly preferred; experience building or leading customer success in a startup or scale-up is a plus. Bachelor’s degree in Business, Communications, or a related field; advanced degree or relevant certifications in customer success or account management are beneficial.