What are the responsibilities and job description for the Director of Customer Success position at Maya Ai inc.?
About Maya
Maya is revolutionizing how businesses leverage data analytics and AI to make smarter decisions. Our platform integrates cutting-edge machine learning and data visualization capabilities to help mid-to-large enterprises unlock the full potential of their data. As our first Director of Customer Success, you will architect the foundation of our Customer Success function—guiding new customers to value, driving renewals, and shaping Maya’s broader success strategy.
Responsibilities
- Customer Success Strategy & Execution
- Design and implement the overarching Customer Success vision for Maya, focusing on onboarding, retention, and expansion.
- Build and standardize processes, playbooks, and resources for scalable customer success.
- Own the Customer Relationship
- Serve as the primary point of contact and trusted advisor for a portfolio of enterprise customers.
- Conduct business reviews, share best practices, and drive product adoption to ensure measurable ROI.
- Develop and Scale the CS Team
- Lead hiring and onboarding of future Customer Success Managers, instilling a culture of empathy, innovation, and accountability.
- Define KPIs, performance metrics, and coaching strategies to elevate team performance.
- Internal Advocate & Product Feedback
- Collaborate with Product, Engineering, and Leadership to surface customer feedback and influence the product roadmap.
- Act as the customer’s voice within Maya—ensuring feature requests, usability, and technical issues are prioritized accordingly.
- Upselling, Renewal, & Expansion
- Partner with Sales and Growth teams to identify expansion opportunities; proactively manage renewals to ensure high Net Revenue Retention (NRR).
- Use data to forecast account health and mitigate churn risk.
- Thought Leadership & Representation
- Represent Maya at industry events, conferences, and customer on-sites, showcasing expertise in analytics and AI.
- Deliver webinars, workshops, and other learning opportunities to increase platform adoption.
Requirements
- 3 years of Customer Success or Account Management experience in a SaaS environment, ideally having served as an early hire who built out CS processes.
- Proven success creating and executing strategic customer success initiatives, including onboarding, training, and retention programs.
- Strong written and verbal communication skills, with the ability to present to both executive-level and operational stakeholders.
- A consultative, outcomes-focused approach to account management—driving measurable value for customers.
- Comfortable with data analytics, AI, or technical products, able to learn new features quickly and relay benefits to varied audiences.
- Analytical and reporting proficiency to track customer health metrics, identify trends, and present insights to leadership.
- Self-starter who thrives in a fast-paced, ambiguous environment and proactively looks for ways to improve processes.
- Experience leading or mentoring teams is a plus.
Why Maya?
- Opportunity to build Customer Success from the ground up, shaping the role and processes for the entire company.
- Work directly with cutting-edge AI and analytics technology that transforms how businesses make decisions.
- Collaborate with a diverse, mission-driven team that values creativity, initiative, and transparency.
- Competitive compensation, benefits, and a chance to grow as we scale.
How to Apply
We want to learn more about you—send your resume and a brief cover letter outlining:
- What interests you about Maya?
- What experience can you bring as our first Director of Customer Success?
Job Type: Full-time
Pay: $120,000.00 - $160,000.00 per year
Application Question(s):
- 1. What interests you about Maya?
- 2. What experience can you bring as our first Director of Customer Success?
Work Location: Hybrid remote in Tampa, FL 33602
Salary : $120,000 - $160,000