Oversee account management and customer engagement for larger customers and strategic accounts
Lead and develop a team of Account Managers, while helping build and scale the organization as our enterprise business grows.
Partner closely with Sales on onboarding, renewals, expansions, customer health, and escalations
Support customer enablement and adoption to drive retention and long-term account growth
Develop structured engagement strategies, lifecycle programs, and operational playbooks for larger accounts
Ensure enterprise customers receive proactive communication, strategic guidance, and strong ongoing support
Partner with Product and Engineering to surface customer needs, feature requests, and product feedback from strategic accounts
Lead Customer Success Operations
Oversee high-volume customer success and technical support operations across email, chat, and other support channels
Manage and support the Senior Manager responsible for the Customer Success Team
Increase the use of AI, automation, and tooling improvements to improve team efficiency while maintaining a high-quality customer experience
Partner with Growth and Marketing to improve 1:many communication channels and experience.
Drive the customer feedback and feature request process to ensure insights from customers are consistently incorporated into product planning
Partner with Product and Engineering to identify recurring customer pain points and improve product usability
Support the team that acts as product experts for Sales, including trial support, customer enablement, and product guidance
Develop operational reporting and data analysis to identify trends, customer risks, product gaps, and opportunities for improvement
Requirements
7+ years of experience in customer success, support, account management, or related customer-facing leadership roles
Experience leading account management or customer success teams in a SaaS environment
Experience scaling customer-facing teams and processes in a high-growth company
Strong operational and analytical mindset with experience using data to drive decisions and process improvements
Experience managing technical support or product support organizations
Ability to partner effectively with Product, Engineering, Sales, and Growth teams
Experience supporting SaaS onboarding, customer enablement, retention, and expansion initiatives
Strong communication, leadership, and organizational skills
Startup or high-growth SaaS experience preferred
What Success Looks Like
Strong customer retention and growth across strategic accounts
A scalable account management organization that evolves alongside the Sales team
Faster, more effective customer support and technical issue resolution
Clear and actionable customer feedback loops into Product and Engineering
Improved onboarding, enablement, trial conversion, and customer engagement
Strong operational visibility and reporting across customer-facing teams
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Benefits
Health insuranceFlexible scheduleEquity / stock options
Additional Information
At Read AI , we're building products that help people get more value from their meetings, workflows, and communication. We're looking for a Director of Customer Success to lead and scale our post-sale customer organization across both strategic account management and high-volume customer success operations.
This role will oversee two core functions:
Account Management - relationship management, enablement, retention, and growth for larger accounts
Customer Success - high-volume support and technical support for self-serve and single-payer customers
The ideal candidate is both operationally strong and customer-centric, with experience leading account management teams, scaling customer operations, improving technical support processes, and partnering cross-functionally with Product, Engineering, Sales, and Growth teams.
Read-ai · Read Ai - Seattle Hq