Customer Success Lead (San Francisco)

Giga
San Francisco
Workplace: OnsiteFull timeUSD 200,000 - 250,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Cross-functional collaboration","Executive communication","Escalation management","Data-driven decision-making","High tolerance for ambiguity"]

Own consumption for a book of ~10 enterprise customer accounts with minimum usage commitments. Build and track per-account consumption plans from go-live to annual minimum and beyond, drive cross-functional escalations with Forward Deployed Engineers and Product, and run executive cadence (monthly value reviews, quarterly business reviews). Quantify and grow gross/net revenue retention (usage above commit, new intents/channels/lines) and work with RevOps to keep usage and blockers visible across the revenue org in Salesforce.

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FursaFursa
Giga
Giga
19 hours ago

Customer Success Lead (San Francisco)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own consumption for a book of ~10 enterprise customer accounts with minimum usage commitments. Build and track per-account consumption plans from go-live to annual minimum and beyond, drive cross-functional escalations with Forward Deployed Engineers and Product, and run executive cadence (monthly value reviews, quarterly business reviews). Quantify and grow gross/net revenue retention (usage above commit, new intents/channels/lines) and work with RevOps to keep usage and blockers visible across the revenue org in Salesforce.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own consumption for ~10 production enterprise customers, ensuring they reach and exceed annual minimum usage commitments.
  • •Build and track per-account ramp plans (intents/channels, monthly volume expectations) and act when weekly usage goes flat.
  • •Serve as the customer’s quarterback for cross-functional timelines, driving scope expansion, volume routing approvals, and timely resolution of blockers.
  • •Handle production escalations as the single point of contact, coordinating with Forward Deployed Engineers and communicating up to customer executives until volume is restored.
  • •Run monthly value reviews and quarterly business reviews, quantify savings/opportunities from conversation and KPI data, and coordinate qualified expansion with Enterprise Sales.

Pay and Benefits

Salary: USD 200,000 - 250,000 annually
Perks:Health InsuranceDentalVision401kParental LeaveMeal AllowanceWellness Stipend

Key Requirements

  • •5+ years in customer success, technical account management, or account management at a usage-/consumption-priced company, and personally carried a consumption/NRR/utilization number.
  • •Take a customer from production go-live to full value on a commit and past it; explain the number, where it stalled, what you did, and the final outcome.
  • •Read usage data directly and build burn-downs; spot flat weeks and diagnose the cause using SQL or serious spreadsheet fluency.
  • •Understand and operate in contact center metrics (containment, resolution rate, CSAT, AHT, transfer rate, QA scoring) and how a VP of Customer Care decides to route more volume.
  • •Run executive relationships (VP/SVP of CX, Operations, or COO) and coordinate with ops and IT teams to move scope and routing forward.
Experience:Usage-basedConsumptionAPI platformCCaaSAI platformContact centerEnterprise
Skills:Cross-functional collaborationExecutive communicationEscalation managementData-driven decision-makingHigh tolerance for ambiguity
Tech Stack:SQLSalesforceAI agentsVoiceChatEmailAPI

Company Brief

Giga
Builds emotionally intelligent, real‑time AI voice and chat agents to automate enterprise B2C customer support, handling complex workflows, multilingual voice, and integrations for large enterprises like DoorDash.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Funding: Series A
Headquarters: San Francisco, United States
Founded: 2023
WebsiteLinkedIn