Head of Customer Success

Credo AI is looking for an exceptional customer leader to build and scale the next chapter of our Customer Success organization. As Head of Customer Success, you will lead the strategy, execution, and growth of our post-sales function, partnering closely with Sales, Product, Engineering, AI Advisory, and executive leadership to ensure our customers realize measurable business value from their investment in Credo AI.

This is a hands-on leadership role for someone who has successfully built an enterprise Customer Success organization during a period of rapid growth, ideally scaling from approximately $10M to $100M ARR. You understand that customer success extends far beyond renewals—you are a strategic advisor to some of the world's largest enterprises, helping them operationalize AI responsibly while building trusted, long-term partnerships.

You'll work directly with executive stakeholders including CIOs, Chief AI Officers, Chief Risk Officers, Chief Data Officers, CISOs, regulators, and senior business leaders, helping customers navigate complex AI adoption and governance challenges while partnering internally to influence product strategy and company growth.

This is an opportunity for a proven customer success leader who is excited to build, scale, and evolve with the company. As Credo AI continues to grow, this role has the potential to evolve into a Chief Customer Officer position.

What you’ll do:

• Define and execute the strategy for Customer Success, ensuring customers achieve measurable business outcomes and long-term value.
• Build and scale a world-class Customer Success organization capable of supporting rapid enterprise growth.
• Develop repeatable customer success methodologies, playbooks, health models, success plans, and operational excellence across the customer lifecycle.
• Personally engage with executive stakeholders at strategic accounts, serving as a trusted advisor to CIOs, Chief AI Officers, Chief Risk Officers, Chief Data Officers, CISOs, compliance leaders, and executive sponsors.
• Drive enterprise customer adoption, measurable business outcomes, expansion opportunities, and long-term retention.
• Partner closely with Sales to ensure seamless customer transitions, identify expansion opportunities, and maximize customer lifetime value.
• Collaborate deeply with Product, Engineering, and AI Advisory teams to ensure customer feedback directly informs product strategy and roadmap priorities.
• Lead executive business reviews and strategic account planning for Credo AI's largest enterprise customers.
• Build scalable customer operations, forecasting, success metrics, customer health frameworks, and executive reporting.
• Recruit, develop, coach, and inspire a high-performing Customer Success team while fostering a culture of accountability, collaboration, and continuous learning.
• Champion a customer-first mindset across the organization and advocate for customer needs internally.

What we’re looking for:

• Experience building and scaling an enterprise Customer Success organization through significant growth, ideally from approximately $10M to $100M ARR.
• Proven success leading strategic customer relationships with Fortune 500 and Global 2000 organizations.
• Extensive experience managing complex enterprise accounts with annual contract values ranging from approximately $500K to $5M+.
• Experience driving adoption and measurable business outcomes for highly technical software platforms, preferably AI, machine learning, data, cybersecurity, governance, or enterprise infrastructure products.
• Demonstrated success building expansion motions that consistently generate growth through customer value—not simply managing renewals.
• Strong executive presence with the ability to influence C-level stakeholders and build trusted relationships with customer executives.
• Experience partnering closely with Product and Engineering to translate customer insights into roadmap priorities.
• Familiarity with AI governance, Responsible AI, cybersecurity, privacy, risk management, or highly regulated industries is strongly preferred.
• Experience building customer success operating models, customer health frameworks, and scalable post-sales processes.
• A data-driven leader who balances operational rigor with empathy, exceptional relationship-building skills, and a passion for developing people.

Expectations:

• Leads with humility, curiosity, and a genuine passion for customer outcomes.
• Builds high-performing teams by investing deeply in coaching, development, and creating opportunities for others to grow.
• Inspires trust with customers and colleagues through transparency, accountability, and follow-through.
• Thinks strategically while remaining willing to roll up their sleeves when needed.
• Is energized by ambiguity and excited to build systems, teams, and processes from the ground up.
• Believes that exceptional customer experiences are created by exceptional employee experiences.
• AI fluency or willingness to learn is a requirement.

Nice to Have:

• Experience in AI governance, Responsible AI, GRC, cybersecurity, data governance, or enterprise AI platforms.
• Experience working with highly regulated industries such as financial services, healthcare, government, or critical infrastructure.
• Previous experience as a Head of Customer Success, VP of Customer Success, or senior customer executive in a high-growth enterprise SaaS company.