Inworld AI
Head of Customer Success & Account Management - USA
$230K–$290K
Mountain View, California, USA · Hybrid · Director · Full-time · Posted Oct 7, 2026
- Experience
- 7+ years in customer success, account management, or post-sales, including 3+ years leading and hiring teams.
About the job
Build and lead Inworld’s post-sales organization, owning customer outcomes, retention, renewals, and account expansion while managing strategic accounts and developing the team and operating model.
What you'll do
- Own retention, renewal performance, expansion pipeline, targets, and forecasting.
- Create the customer lifecycle and scalable post-sales operating model, including onboarding, adoption, health scoring, and customer playbooks.
- Manage strategic enterprise accounts and hire, coach, and lead the Customer Success and Account Management team; use AI and automation to scale engagement.
What they ask for
- Track record building or scaling post-sales at a high-growth startup and delivering strong retention and expansion results.
- Experience owning renewal and expansion targets, forecasting, negotiating complex renewals, and developing account growth plans.
- Deep experience with strategic enterprise customers, executive relationships, and technical, operational, and commercial complexity.
- Experience with technical products and buyers; command of modern CRM and customer success tooling, AI, automation, product usage, and customer signals.
Pay
USD 230,000 - 290,000 base salary
Tools
CRM, AI agents, automation
AI focus
Use AI agents and automation for account research, meeting intelligence, risk detection, next-best actions, and scalable customer engagement.
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