Director of Customer Success- Consumer Facing Platforms (Los Altos, CA- Onsite)

Uare.ai is building the world's first marketplace for personal AI, where creators and consumers come together to build and interact with AI versions of themselves. They are seeking a Director of Customer Success to architect and scale a unified customer success function, focusing on user activation, retention, and enterprise implementation.

Responsibilities:

• 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
• 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)
• Lead high-touch onboarding for media, institutions, and strategic partners
• Oversee data ingestion, model training, containerization setup
• Coordinate cross-functionally with Product, AI, Legal, and Partnerships
• Own renewal, expansion, and enterprise NRR
• Establish QBR frameworks and executive-level reporting
• 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
• Ensure enterprise deployments meet IP protection and ownership standards
• Support SOC2 and enterprise data governance requirements
• Build escalation frameworks for trust & safety issues