Head of Customer Success & Account Management

We are looking for a Head of Customer Success & Account Management with 7+ years of experience to build and own the entire post-sales function at Inworld, the world's #1 ranked realtime voice AI company. You'll come in as a player-coach — directly managing strategic accounts while designing the operating model, playbooks, and team that will scale customer retention and expansion across our rapidly growing base of AI-powered consumer applications. What will you be doing?

Own the full customer lifecycle post-close: onboarding, adoption, renewals, and expansion across SMB-to-mid-market accounts Personally manage the highest-value strategic accounts while building multi-threaded relationships with technical and executive stakeholders Build the post-sales team from scratch — define segmentation, coverage models, and hire your first CS/AM team members Drive gross and net revenue retention targets, build renewal/expansion forecasts, and create repeatable account growth playbooks Leverage AI agents and automation for health scoring, risk detection, and scalable customer engagement Key Requirements 7+ years in customer success or account management with 3+ years leading and hiring teams — must have director-level or equivalent leadership experience Built or scaled a post-sales motion at a high-growth startup (pure Big Tech backgrounds without startup experience will not be considered) Experience managing SMB-to-mid-market accounts — not exclusively enterprise-focused Hands-on with retention and expansion motions: must have personally carried and hit renewal/expansion targets AI-native mindset with comfort selling/supporting highly technical products (APIs, developer platforms, infrastructure)