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Job description
Head of AI-Driven Customer Success / Experience – Sports Tech / SaaS
I'm working with a profitable sports technology scale-up at the heart of US school athletics, already supporting millions of users, with plans to double revenue.
As the business scales, they're looking for a senior customer leader to build a best-in-class, AI-first Customer Experience function that can scale with the business.
This is a hands-on leadership role focused heavily on customer experience, success, support and retention, with a strong commercial element around customer growth and revenue.
You'll own Customer Support and Account Management, with a mandate to:
Build and lead an AI-first Customer Experience strategy, using AI to transform how customers are supported and engaged
Introduce AI-powered self-service, automation, triage and intelligent workflows
Build the systems, processes and procedures needed to handle major seasonal surges in customer demand
Develop and coach the customer team, creating a high-performing Customer Success culture
Evolve Account Management into a more proactive, data-driven Customer Success function
Improve customer retention, engagement, adoption and overall satisfaction
Build stronger feedback loops between customers, Product and Engineering
Use customer insight and data to identify opportunities for account growth, expansion and increased revenue
Help shape the wider customer strategy as the business scales towards its next stage of growth
Remain hands-on - this is a builder/operator role, not simply a leadership position
The ideal background is someone who has led Customer Success, Customer Experience, Support or Account Management within a SaaS/technology environment, combined with a strong understanding of AI, automation and digital customer journeys.
You'll need to be comfortable thinking strategically while also getting into the detail - building processes, testing new technology, coaching the team and improving the customer experience yourself.
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Worksite address
birmingham, AL, 35275, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.