AutogenAI revolutionises the way people write, offering a collaborative platform powered by Artificial Intelligence. Our award-winning SaaS application has already achieved sizeable success with significant ARR. We closed our Series A in July 2023 and Series B in December 2023. We are growing at an explosive rate, and need to continue meeting the needs of our end users as we evolve our platform in a fast-changing environment.  

AutogenAI is seeking a highly motivated and customer-oriented leader to join our Customer Success team as Head of Global Customer Success Management. Reporting directly into our Chief Customer Officer, you will play a pivotal role in shaping the future of Customer Success Management at AutogenAI – from how we shape and manage our Customer Journey across segments, to how we engage our top-tier customers, to how we think about developing talent and skillsets within our team. You will act as a trusted advisor both internally and externally, you will develop new processes and oversee effective change management, you will collaborate with different departments and spearhead company-wide initiatives, and you will ensure that our customers grow, renew, and collaborate with us.  

Responsibilities  

• Lead and oversee our global Customer Success Management team.  

• Drive Customer Success outcomes including increasing renewal rates and reducing churn, expanding revenue in accounts through up-sell and cross-sell, and driving new business growth through greater advocacy and reference-ability.  

• Measure the effectiveness of Customer Success Management by defining operational metrics for the team, creating a cadence for review within the team, and exposing relevant metrics to the executive team.  

• Define and optimize our post-Onboarding customer lifecycle.  

• Expand and maintain relationships with strategically important and top-tier customers.  

• Attract, hire, and develop talent within the Customer Success Management team.  

• Inspire a company-wide culture of Customer Success. Align with key business units including Sales, Product and Marketing to drive product adoption, enhance the customer experience, and set the right expectations. 

Requirements

• 3+ years’ experience in a commercially focused leadership role within a B2B SaaS company. 

• Ability to manage, influence and inspire through storytelling, negotiation, and consensus building.  

• Experience working with and influencing C-Suite execs.  

• Strong empathy for customers coupled with a passion for revenue and growth.  

• Deep understanding of value drivers in recurring revenue business models.  

• Experience developing and managing a post-sales selling motion (e.g. renewal, up-sell, cross-sell). 

• Exceptional communication and presentation skills. 

• Proven track-record of working with and influencing cross-functional teams (e.g. product and sales) to drive the business forward. 

• Comfortable in a fast-paced, ever-changing environment 

Desirable: 

• Experience leading in a fast-paced start up environment.  

• A combined background of both sales and post-sales experience.  

• Experience with AI software.   

Benefits

• Competitive salary and bonus 

• Meaningful equity 

• Pension  

• Hybrid-working company, with two office days in our beautiful London office. 

• Flexible Working 

• Unlimited Annual Leave (Yes, you read right!)   

• A new Laptop   

• And much more!