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