Head of Customer Success – Account Management

Inworld AI

. Own gross and net revenue retention, renewal performance and expansion pipeline .

Posted 10/14/2026full-timeMountain View • California • United StatesLead💰 $230,000 - $290,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and account management, with a strong focus on revenue retention, renewal performance, and strategic account growth. Proven ability to build relationships across technical and business stakeholders while leveraging AI and automation to enhance customer engagement and operational efficiency.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementRevenue RetentionTeam LeadershipCRM Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Renewal StrategyExpansion PlanningCustomer Lifecycle ManagementForecastingHealth ScoringExecutive Business ReviewsAccount Growth PlansTechnical Relationship ManagementAI UtilizationAutomation Implementation

Soft Skills

Exceptional CommunicationRelationship BuildingCoachingNegotiationProblem Solving

Tools & Technologies

CRM ToolsCustomer Success SoftwareAI AgentsAutomation Tools

Industry Keywords

Post-Sales MotionHigh-Growth StartupStrategic AccountsEnterprise CustomersCustomer Engagement

About the role

Key responsibilities & impact

Own gross and net revenue retention, renewal performance and expansion pipeline
Set targets, build the forecast, and hold the team accountable to predictable renewals and durable account growth
Build a rigorous customer lifecycle from onboarding through adoption and value realization, including success plans, health scoring, usage milestones and executive business reviews
Ensure customers can tie products to measurable business outcomes
Personally own the highest-value and most complex strategic accounts
Build multi-threaded relationships across technical, business and executive stakeholders
Lead renewal and expansion strategy and navigate escalations
Define customer segmentation, coverage, service levels and responsibilities across Customer Success, Account Management, Solutions, Support and Sales
Create repeatable playbooks that scale without sacrificing customer quality
Own the post-sales stack and reporting layer, including CRM hygiene, customer health, product usage, renewal and expansion forecasting
Use AI agents and automation for account research, meeting intelligence, risk detection, next-best actions and scalable customer engagement
Partner with Sales on handoffs and account strategy, and with Product, Engineering and Support on adoption blockers, escalations and customer feedback
Translate recurring customer needs into product and operational priorities
Recruit, ramp and coach the first Customer Success and Account Management hires
Directly manage strategic accounts as a player-coach

Requirements

What you’ll need

7+ years in customer success, account management or post-sales, including 3+ years leading and hiring teams
Track record of building or scaling a post-sales motion at a high-growth startup and consistently delivering strong gross retention, net retention and expansion results
Experience owning a renewal and expansion number, with the commercial judgment to forecast accurately, negotiate complex renewals and create account growth plans
Deep experience managing strategic enterprise customers, building executive relationships and navigating technical, operational and commercial complexity
Comfort with highly technical products and technical buyers, with the credibility to engage Product and Engineering teams as well as senior business stakeholders
Hands-on command of modern CRM and customer success tooling, plus a strong point of view on using AI, automation, product usage and customer signals to scale the function
Demonstrated ability to hire, ramp and retain strong Customer Success and Account Management talent, with a bench of people who would join you again
Ability to operate independently and thrive in ambiguity, with no task too small and exceptional written and verbal communication skills

Benefits

Comp & perks

Variable compensation
Equity
Benefits