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Jobs · Customer Service · California

Director of Customer Success

Uare.ai · Los Altos, CA · 3 mo ago
Customer Service$120k–$200k/yrFull-time

About the role

We're building the world's first marketplace for personal AI — where people don't just use AI, they become it. At Uare.ai, founded by Robert LoCascio (former CEO of LivePerson), we're creating a platform where creators and consumers come together — to build, share, and interact with AI versions of themselves.

Responsibilities

  • Build the Customer Success Engine

    • Design segmentation (consumer, creator, enterprise)

    • Define onboarding playbooks and lifecycle journeys (PLG + SLG)

    • Establish activation, engagement, retention, and expansion KPIs

    • Build scalable systems leveraging HubSpot, analytics, and automation

    • Implement customer health scoring and churn forecasting

  • Creator Success

    • Create structured onboarding for ambassadors and verified creators

    • Enable monetization (subscription strategy, content workflows, pricing guidance)

    • Track revenue performance and optimize conversion

    • Support high-profile talent relationships

    • Develop expansion pathways (enterprise licensing, premium tiers)

  • Enterprise Success

    • Lead high-touch onboarding for media, institutions, and strategic partners

    • Oversee data ingestion, model training, containerization setup

    • Cross-functionally coordinate with Product, AI, Legal, and Partnerships

    • Own renewal, expansion, and enterprise NRR

    • Establish QBR frameworks and executive-level reporting

  • Activation, Retention & Product Stickiness

    • Define measurable time-to-value milestones

    • Track usage depth, engagement velocity, monetization triggers

    • Identify churn signals early and design intervention frameworks

    • Translate customer behavior into product feedback loops

  • Trust, IP & Compliance Alignment

    • Ensure enterprise deployments meet IP protection and ownership standards

    • Support SOC2 and enterprise data governance requirements

    • Build escalation frameworks for trust & safety issues

Qualifications

  • 4+ years in Customer Success leadership in consumer-facing products or platforms

  • Proven B2C experience — deep understanding of consumer activation, retention, and lifecycle journeys

  • Experience across B2B2C and marketplace / creator platforms

  • Strong enterprise implementation background

  • Systems-oriented operator who can design scalable frameworks

  • Commercially minded with deep retention and expansion fluency

  • Active user of AI tools (e.g. ChatGPT, Claude, Midjourney, or similar) with a strong point of view on the evolving landscape

  • Comfortable operating in early-stage ambiguity

Pay

The expected base compensation for this position is $120,000 - $200,000 USD.

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