Principal Solutions Engineer
Freshworks
ITSMServiceNow
Director of Customer Success
Aisera
full-time
Posted on:
Location Type: Office
Location: Palo Alto • California • 🇺🇸 United States
Visit company websiteSalary
💰 $175,000 - $210,000 per year
Job Level
Lead
Tech Stack
ITSMServiceNow
About the role
- Serve as the executive sponsor for strategic accounts, driving adoption, business outcomes, and measurable ROI
- Lead, mentor, and scale a Customer Success team—acting as a player-coach by directly managing key customer relationships
- Own Net Revenue Retention (NRR) and Expansion by partnering with Sales on upsell and cross-sell motions
- Develop and operationalize customer success playbooks that scale across ITSM, HR, Customer Service, and AIOps domains
- Drive value realization through automation metrics (deflection %, MTTR reduction, CSAT lift, workflow coverage)
- Establish executive-level success plans and QBRs to align with customer transformation goals
- Build customer health telemetry and dashboards to proactively manage adoption and renewal risks
- Partner with Product to channel customer feedback into roadmap prioritization
- Evangelize customer success stories internally and externally, building a library of measurable impact and automation outcomes
- Collaborate with ecosystem partners (ServiceNow, Microsoft, Salesforce, etc.) to accelerate time-to-value and ensure seamless integrations.
Requirements
- 10+ years of experience in Customer Success, Professional Services, or Strategic Account Management for enterprise SaaS
- 5+ years of leadership experience managing and scaling high-performing customer-facing teams
- Demonstrated success driving expansion and NRR within a portfolio of enterprise accounts
- Strong executive presence and communication skills; proven ability to lead C-level conversations around AI, automation, and digital transformation
- Deep experience in enterprise software adoption—ITSM, HR, Customer Experience, or AIOps strongly preferred
- Familiarity with AI/ML, Generative AI, and automation technologies
- Proven ability to develop and operationalize customer health frameworks, playbooks, and metrics
- Hands-on leadership style
- Bachelor’s degree required; advanced degree a plus
Benefits
- Base pay determined by skills, expertise, or experience
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessNet Revenue Retention (NRR)Customer health frameworksAutomation metricsITSMHRCustomer ExperienceAIOpsAI/MLGenerative AI
Soft skills
LeadershipMentoringCommunicationExecutive presenceCollaborationCustomer relationship managementStrategic thinkingProblem-solvingCoachingInfluencing
Certifications
Bachelor’s degreeAdvanced degree
