Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.
Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.
As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.
Job Description:
VP, Customer Success
We're looking for a Vice President, Customer Success to lead the global post-sales customer journey for Uniphore, building a high-performing CX organization that drives enterprise customer value, retention, and aggressive net revenue expansion. This role reports to the SVP, Customer Experience and is based in our Palo Alto, CA headquarters (daily in-office).
This is a transformation mandate — not an optimization play. Uniphore is in the midst of a full platform transition, moving customers from legacy point products to the Business AI Cloud. The VP of Customer Success will own zero-churn execution during this transition while simultaneously building the CX infrastructure required to scale net revenue retention from 100% to 200–300%.
You'll own the entire customer lifecycle — from onboarding and enablement through adoption, expansion, and renewal — ensuring Fortune 500 and Global 2000 customers realize the full impact of the Uniphore Business AI Cloud and Business AI Suite. You'll work closely with Sales, Delivery, Product, Engineering, Marketing, and senior leadership to integrate customer insights into the roadmap and go-to-market strategy, and deliver against ambitious growth and retention goals.
This is a role for a builder — someone who defines the playbook rather than inherits one. You'll be expected to operationalize strategy, build teams, create processes from the ground up, and lead with both executive presence and hands-on execution. If you're energized by growth-stage intensity, passionate about customer outcomes, and ready to build a world-class CX function at a company defining a new AI category, this opportunity is for you.
What You'll Be Doing- Own the end-to-end post-sales customer journey — including onboarding, enablement, adoption, renewal, expansion, and advocacy — setting the strategy and operating model that deliver measurable customer outcomes and long-term retention for Fortune 500 and Global 2000 enterprise clients
- Build, lead, and scale a high-performing global Customer Success organization (CSMs, Support, Onboarding, Enablement), establishing clear roles, processes, and operating rhythms that drive consistency and impact across US, Europe/Middle East, and APAC
- Define and execute a data-driven Customer Success roadmap — developing playbooks, health models, and success plans; instituting KPIs and dashboards; and using insights to proactively reduce risk and unlock expansion toward 200–300% NRR targets
- Lead zero-churn execution during Uniphore's platform transition — migrating enterprise customers from legacy products to the Business AI Cloud while protecting revenue, managing change, and accelerating time-to-value on the new platform
- Serve as executive sponsor for strategic accounts — cultivating C-suite relationships, guiding executive business reviews, and resolving escalations to protect and grow enterprise partnerships
- Partner cross-functionally with Sales, Delivery/Services, Product, Engineering, and Marketing to ensure seamless handoffs, accelerate time-to-value, and channel the voice of the customer into product and go-to-market decisions
- Implement and optimize Customer Success tools and systems to capture product usage, value realization, and customer feedback — connecting outcomes to contractual commitments and informing forecasting
- Recruit, mentor, and develop CS leaders and ICs — building a culture of accountability, customer empathy, and continuous improvement through coaching, enablement, and performance management
- Track, analyze, and report on retention, expansion, and advocacy metrics — owning forecasts for gross and net revenue retention, identifying trends and opportunities, and communicating progress and recommendations to senior leadership and the ELT
- 10+ years of progressive Customer Success or post-sales leadership experience, including 5+ years in senior leadership roles building and scaling global CX organizations (CSMs, Support, Onboarding, Enablement) for enterprise technology companies
- Proven success leading Customer Success at a technology product company (e.g., AI/ML platforms, data infrastructure, automation platforms, enterprise data platforms) — not business software (e.g., CRM, ERP). Experience driving retention, expansion, and advocacy for Fortune 500 and Global 2000 enterprise clients across complex, AI-driven products
- Technical fluency in AI/ML/Generative AI, including sovereign/composable/secure AI architectures, agentic AI, model governance, and data platforms — able to engage credibly with CTO, CFO, and technical stakeholders on AI infrastructure topics
- Demonstrated experience at a high-growth technology company during its scaling phase ($50M–$500M ARR trajectory), with evidence of building CX infrastructure and teams during rapid growth. We value candidates who have chosen growth-stage intensity over the comfort of established enterprises
- Exceptional leadership, communication, and executive presence; comfortable engaging at the C-suite and board level, influencing senior stakeholders, and acting as executive sponsor for strategic accounts
- Data-driven operator who defines and manages KPIs, customer health scores, and voice-of-customer programs to improve adoption, renewals, and expansion outcomes
- Demonstrated ability to build CS infrastructure from the ground up — processes, playbooks, and tooling — with evidence of leading customers through significant platform or product transitions
- A builder's mindset and operational intensity — thrives in fast-moving, growth-stage environments where you define the playbook rather than inherit one. Comfortable with ambiguity, rapid pivots, and hands-on execution alongside strategic leadership
- Deep cross-functional collaboration experience with Sales, Delivery/Professional Services, Product, Engineering, and Marketing
- Experience serving enterprise clients in one or more of the following verticals: financial services, telecommunications, insurance, or retail and business and technology service providers
- Experience with contact center technology, marketing technology, or conversational AI platforms
- Familiarity with data governance, model lifecycle management, and enterprise compliance requirements in regulated industries
Hiring Range:
The specific rate will depend on the successful candidate's qualifications and prior experience.
In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life.
Location preference:
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.
Top Skills
Uniphore Palo Alto, California, USA Office
1001 Page Mill Road, Palo Alto, CA, United States
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