Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Success Lead (San Francisco) role.
Rezi rewrites your resume against Giga's job description. Free.
Tailor your resume to this Customer Success Lead (San Francisco) role.
Rezi rewrites your resume against Giga's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Lead (San Francisco) posting at Giga — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Lead (San Francisco) posting at Giga — free, in seconds.
About the Role
Giga is seeking a Customer Success Lead to manage consumption for approximately 10 production customers. This role is crucial for driving customer adoption and expansion, ensuring clients meet and exceed their usage commitments. You will act as the primary liaison between customers and internal teams, owning the customer's success timeline and advocating for their needs while pushing for product improvements. This is a foundational role in building Giga's customer success function, reporting directly to the CEO.
Responsibilities
- Build and execute per-account consumption plans from go-live to annual minimums and beyond.
- Track weekly progress against consumption plans and take action when progress stalls.
- Manage customer timelines for scope expansion and volume routing.
- Collaborate with Forward Deployed Engineers (FDEs) and Product teams to prioritize and resolve issues blocking customer progress.
- Serve as the primary point of contact for production escalations, managing communication with customer executives.
- Identify and quantify new use case opportunities within customer operations.
- Pitch customers on upcoming product features and new use case possibilities.
- Conduct monthly value reviews and quarterly business reviews with customer executives.
- Collaborate with RevOps to track usage against commitments and blockers in Salesforce.
- Build the customer success playbook as the first hire in the function.
Requirements
- 5+ years in customer success, technical account management, or account management at a company with usage/consumption-based pricing.
- Proven experience carrying a consumption, NRR, or utilization number.
- Demonstrated ability to take a customer from go-live to full value on a commitment and beyond.
- Proficiency in reading usage data, building burn-down charts, and identifying trends.
- SQL or serious spreadsheet fluency.
- Understanding of contact center metrics (containment, resolution rate, CSAT, AHT, transfer rate, QA scoring).
- Experience managing executive relationships (VP/SVP level) at Fortune 1000 companies.
- Experience managing working relationships with customer operations and IT teams.
- Experience quarterbacking cross-functional timelines for customer expansions, migrations, or launches.
- Comfortable operating between engineering and sales functions.
- Ability to manage production escalations effectively.
- High tolerance for ambiguity and a low need for pre-defined processes.
- Daily use of AI tools and hands-on experience with AI agents (voice or chat) in production.
- Ability to analyze conversation logs and identify customer experiences.
Skills
- Customer Success Management
- Technical Account Management
- Consumption-based Pricing Models
- Net Revenue Retention (NRR)
- Usage Tracking
- Data Analysis
- SQL
- Spreadsheet Fluency
- Contact Center Operations
- Executive Relationship Management
- Cross-functional Collaboration
- Production Escalation Management
- AI Agent Usage
- Conversational AI
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- $200,000 to $250,000 OTE (75% base / 25% variable)
Benefits
- Equity
- Catered lunch daily
- Dinner stipend
- $500/month wellness & commuter benefit
- 401(k) plan
- 12 weeks maternal paid parental leave
- 6 weeks paternal paid parental leave
- Medical coverage
- Dental coverage
- Vision coverage
About the Company
- Giga has raised a $61M Series A and is developing real-time AI agents for customer experience, working with Fortune 500 companies.
- Giga's AI agents understand emotion, resolve issues instantly, and scale across large enterprises.
- Industry leaders like DoorDash trust Giga for complex support and operations across voice, chat, and email in regulated environments.
- Giga aims to be the go-to AI platform for all enterprise automation, powered by voice superintelligence.
- The work impacts millions of people daily, offering team members autonomy and the chance to make a significant impact.
Equal Opportunity
- Giga is an equal opportunity employer committed to providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.