Customer Success Lead (San Francisco) at Gigaml · LumiJobs

Responsibilities

We're looking for a Customer Success Lead to own consumption across a book of roughly 10 of Giga's production customers. Every enterprise contract we sign carries a minimum usage commitment. Your job is to get each customer to that commitment and past it: more conversations on the agent, more intents live, more channels and business units on Giga. You carry a number for it. You'll own each customer's timeline for getting there, and you'll push on it from both sides: externally, when the customer's team is slow to expand scope or route volume, and internally, when a product bug or a missing capability is what's holding them back. You sit between our Forward Deployed Engineers, who build and tune the agents, and our Enterprise Sales Representatives, who close the deals. You're the quarterback in the middle.
This is the first hire in a function we intend to build. You report to the CEO, you'll work directly with the founders and the revenue leadership team, and you'll define how customer success works at Giga before anyone else joins it.
This is not an FDE role and it's not a renewals desk. You won't be digging through tickets to find the root cause; the FDEs do that. You will know that something needs fixing, what it's costing the customer, and when it has to be done, and you'll drive it there. You'll also be the one telling customers what we're shipping and where the next use case is. When that turns into a real deal, the Enterprise Sales Representative comes back in to run it with you. You own usage and the timeline, they own paper.
A few examples from our current roadmap:
Consumption plans for every account in the book: Build the per-account plan from go-live to the annual minimum and beyond: which intents and channels go live in which month, what volume each one carries, and what has to be true on the customer's side and ours for each date to hold. Track it weekly and act when a week goes flat.
Quarterbacking the timeline, both directions: Externally, keep the customer's team moving on scope expansion, volume routing, and the approvals that slow them down. Internally, when a product bug or a missing capability is blocking a customer's next step, get it prioritized with FDEs and Product, hold the date, and tell the customer the truth about it. You don't investigate the ticket. You make sure it gets fixed on time.
Escalations at the right altitude: When something breaks in production, you're the customer's single point of contact. You know what's broken and what it's costing them, you pull in the right FDE, you own the communication up to the customer's executive, and you stay on it until volume is back.
Evangelizing what's next: Pitch customers on what we're shipping and where the next use case is in their operation. Mine conversation data, Agent KPIs, and their queue metrics to find it, quantify the savings, and get their operating leader interested. When it turns into a real opportunity, bring the Enterprise Sales Representative back in and run it together.
Executive cadence: Run monthly value reviews and quarterly business reviews with the customer's VP or SVP of Customer Care, Operations, or CX, with our CEO and founders in the room when it matters. The output is a bigger volume plan with dates on it, not a satisfaction score.
Making consumption visible: Work with RevOps to get usage against commit, and the blockers behind it, in front of the whole revenue org in Salesforce every week.
As the first Customer Success hire at Giga, you'll be expected to build the playbook, not inherit one, and to show the CEO what the function should look like at 30 customers.
How You'll Be Measured

Customer Success Lead (San Francisco)

Responsibilities

Qualification

Preferred

Benefits

Company

Gigaml

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