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Salary: USD 200,000 - 250,000 / annual
Giga is a voice AI platform that powers enterprise customer experience automation. The company recently raised $61M Series A and works with Fortune 500 customers (including DoorDash) to deploy real-time AI agents that understand emotion, resolve issues instantly, and scale across regulated environments.
You will be Giga's first Customer Success Lead, owning consumption and expansion across a book of approximately 10 production customers. Every enterprise contract carries a minimum usage commitment, and your core job is to drive each customer to that commitment and beyond: more conversations on the agent, more intents live, more channels and business units deployed.
You will act as the quarterback between Forward Deployed Engineers (who build and tune agents) and Enterprise Sales Representatives (who close deals). You own the customer's timeline for expansion and will push on it from both sides: externally, when the customer's team is slow to expand scope or route volume, and internally, when product bugs or missing capabilities are blocking progress.
Key responsibilities include:
- Build per-account consumption plans from go-live to annual minimum and beyond, specifying which intents and channels launch in which months, expected volume, and dependencies on both customer and Giga sides. Track weekly and act when progress stalls.
- Quarterback cross-functional timelines in both directions. Keep customers moving on scope expansion and approvals. When product issues block progress, get them prioritized with FDEs and Product, hold dates, and communicate honestly with customers.
- Own production escalations as the customer's single point of contact. Understand what's broken and its business impact, pull in the right FDE, manage executive communication, and stay engaged until volume recovers.
- Evangelize next-generation use cases by mining conversation data, agent KPIs, and queue metrics. Quantify savings and get operating leaders interested. When opportunities emerge, bring Enterprise Sales back in and run expansion together.
- Run monthly value reviews and quarterly business reviews with customer VPs/SVPs of Customer Care, Operations, or CX, often with Giga's CEO and founders present. Output is a larger volume plan with dates, not satisfaction scores.
- Make consumption visible to the revenue organization weekly via Salesforce, tracking usage against commit and blockers.
As the first hire in this function, you will define how customer success operates at Giga, report directly to the CEO, and work closely with founders and revenue leadership. You will build the playbook from scratch and demonstrate what the function should look like at 30 customers.
You will be measured on two metrics: (1) Gross Revenue Retention—every customer in your book reaches full value on their commitment and renews at or above it; (2) Net Revenue Retention—usage above commit, new intents, new channels, new lines of business. You source and qualify expansion opportunities for the Enterprise Sales team, earning NRR credit when deals close.
Compensation is $200,000–$250,000 on-target earnings (75% base, 25% variable) plus equity. Variable is paid quarterly, weighted 70% GRR and 30% NRR, with accelerators above target.
REQUIREMENTS:
- 5+ years in customer success, technical account management, or account management at a company priced on usage or consumption (API platform, CCaaS, cloud data, AI platform). Must have personally carried a consumption, NRR, or utilization number.
- Demonstrated ability to take a customer from go-live to full value on a commit and beyond. Must be able to walk through a specific example: the number, where it stalled, what you did, and the outcome.
- Ability to read and analyze usage data independently. Build burn-down charts, spot flat weeks, and diagnose root causes. SQL or advanced spreadsheet fluency required.
- Deep knowledge of contact center operations: containment, resolution rate, CSAT, AHT, transfer rate, QA scoring. Understand how a VP of Customer Care decides to route more volume to an AI agent and what causes them to pause.
- Proven ability to run executive relationships at Fortune 1000 companies (VP or SVP of CX, Operations, or COO level) while maintaining working relationships with their ops and IT teams.
- Experience quarterbacking cross-functional timelines (customer expansions, migrations, launches) where blockers span multiple teams. Must be able to push engineers and product on dates without doing their jobs, and communicate honestly when dates shift.
- Comfort operating in the seam between engineers and sellers. Experience running production escalations with unhappy customers and engineers simultaneously. Clear understanding of the difference between knowing what needs fixing and fixing it.
- Bias toward shipping over perfection. High tolerance for ambiguity, low need for pre-built processes.
- Daily use of AI tools and hands-on experience with AI agents (voice or chat) in production. Ability to read conversation logs and articulate customer experience issues to FDEs.
NICE TO HAVE:
- Background from a consumption-based customer success organization (Snowflake, Databricks, Twilio, Deepgram, ElevenLabs, Anthropic, OpenAI, or similar).
- Experience selling or expanding conversational AI, CCaaS, or contact center automation into insurance, financial services, airlines, retail, or restaurants.
- Track record running value reviews that quantified savings and directly drove larger customer commitments.
