Akia is a venture-backed startup founded by ex-Meta engineers. We are an AI-powered guest journey platform that solves challenges around having too much to do. By seamlessly integrating messaging and automation into existing workflows, Akia is the driving force behind relaxing vacations.

As the VP of Customer Success, you’ll play a critical role to build and operationalize the organization to drive post-sales success for our customers. Your team's objectives are to drive customer health, retention, and expansion opportunities by providing a best-in-class service that meets our customers’ business needs. As the leader of a growing team, you will define new processes, hire and manage Customer Success Managers, and collaborate internally within Akia to drive continuous growth and improvement.

What you’ll be doing

Build customer success organization to attract and retain talent
Coach and mentor high-performing individual contributors
Define and own the post-sales customer experience - implementation, support, churn prevention, and account expansion
Work with operations to define and measure organizational impact
Understand our customer base and their business needs in order to promote trust; and drive results, best practices, and adoption
Partner with sales, product, and engineering to increase revenue and enhanced products

What you should have

10+ years in a customer success leadership role in fast-growing SaaS companies
Work Full-Time in office (San Francisco)
Experience building customer success organizations for scale and growth with well-defined metrics
Demonstrated ownership and success of operational rigor and consistency
Process-oriented with goals to create efficiency through automations and toolings

Perks!

Paid Time Off
Health, Dental, Vision, Life benefits
401k Matching
Commuter benefits

Job Type: Full-time

Work Location: On-site

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