Head of Customer Success
11x AI Inc., San Francisco, CA, United States
Why 11x Now
At 11x, we build autonomous digital workers that solve problems no one has tackled before, reshaping the future of AI application. Alice, our AI SDR, pioneered the category, generating millions in revenue and earning the trust of companies like Brex, Otter AI, and Hasura within a year. Our second worker, Jordan, is the world’s best calling agent.
Over the past year, we achieved a 20X increase in ARR and raised $75M from leading global investors including Benchmark, a16z, Project A, Hubspot Ventures, 20VC, and other 40+ funds and angel investors.But this is only the beginning, our day 1. To keep winning, we operate with a culture of relentless velocity, ownership, and desire to challenge the status quo! Our team is formed by a group of pirates–founders, founding employees of unicorns (Brex, Tractable), and operators from global companies (Amazon, McKinsey, Revolut).
If you’re high-energy, passionate and our mission feels compelling to you, we would love to explore working together. Apply and reach out – we are always looking for exceptional talent!
About the Role
We are seeking a highly experienced and dynamic Head of Customer Success leader with a proven track record of building high-performing teams, processes and strategy in fast-growing SaaS companies. Working closely with our leadership team, you will play a crucial role driving the future of Customer Success for a company growing 10X+ in the next 12-24 months.
This role is based in our San Francisco HQ. As a fast-growing company and team, we value working together, in person. Please apply if you're in SF or willing to relocate.
What You'll Do
Manage, mentor, and motivate a high-performing team of CSMs, fostering a culture of excellence and customer-centricity.
Own and uplevel our strategy, vision and roadmap for the Customer Success function within 11x.
Streamline our customer journey, architecting scalable processes to onboard, support, and retain customers.
Work closely with other teams (sales, product engineering, etc) and leadership to ensurebest-in-class service and support to our existing and future client base.
About You
At least 5+ years of experience leading Customer Success at a high-growth SaaS startup, or similarly fast-paced environment.
You have a deep understanding of CS metrics and a track record of turning data into actionable insights.
You have demonstrated success building out scalable processes that deliver tailored, customer-centric solutions.
You excel at using data to identify trends, measure success, and make informed decisions that enhance customer experience.
You can navigate ambiguity confidently, making quick, informed decisions and adjusting as the company evolves.
You have a ‘no task is too big or too small’ mindset, will roll up your sleeve to get the job done, operating at levels.
You’re highly entrepreneurial with a passion for experimenting and iterating on new ideas to find what works.
11x is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
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