Head of Customer AI Transformation

What you’ll achieve

• Evolve the customer success team to drive consumption of AI products — define and operationalize new motions, equipping the team to plan workflow agentification with customers, deploy AI capabilities to demonstrate value, and cultivate champions for cross-team expansion
• Drive the development of an ROI-validated AI use case library structured by persona, vertical, and AI capability, and embed it into customer success tooling so the field can make a concrete value case in every customer conversation
• Enable seat-to-AI conversion across the renewal motion — equip renewal managers with the playbooks, commercial tools, and streamlined processes to convert seats into AI products as part of the standard renewal workflow
• Evolve services delivery for the AI era — transition the core services entitlement to AI activation, redefine and upskill the implementation team, update pricing and packaging for our Services Produts, and build partner delivery infrastructure so certified partners deliver implementation at scale
• Run initial targeted proofs of concept with strategic customers to validate AI use cases in real environments, producing documented outcome reports and packaging ROI proof points for the field
• Serve as the escalation hub and product liaison for the field on all customer experience issues tied to AI products, and aggregate voice of customer feedback into structured input for Product
• Drive cross-functional operationalization across Product, Marketing, Engineering, Finance, Legal, Deal Desk, Channel, and Support to ship changes on aggressive timelines
• Own measurement and reporting — AI consumption tracking pre- and post-engagement, net retention impact, and macro-level AI product adoption across the installed base
• Establish the operating cadence and steering committee model, keeping senior leadership aligned on progress, risks, and decisions

About You

• Experience: 8+ years of leadership experience in customer success, professional services, revenue operations, product management, or technical consulting, with signi