Director of Scaled Customer Success | Housing

Director of Scaled Customer Success | Housing About EliseAI At EliseAI, we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be. By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone. - Housing: We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team—bringing everything they need for their home into one place. - Healthcare: We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork. With EliseAI, organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services. We recently raised a $250 million Series E round https://www.eliseai.com/blog/eliseai-raises-250m-series-e led by Andreessen Horowitz to accelerate this mission. About The Role You will work cross-functionally with key stakeholders across the business to retain revenue within our customer base. You are capable of engaging in business-level and technical conversations at multiple levels of the organization, including the C-suite. Key Responsibilities - Maintain and support a high performing team of CSMs by providing ongoing coaching and training, and working with each IC to identify and achieve professional development goals - Partner with HR and other leaders to recruit strong mid-market and enterprise CSMs and scale the team as the company grows - Work closely with CSMs to understand customer challenges and pain points, and identify what their goals are for implementing EliseAI throughout their real estate portfolios - Own the success of customers, including onboarding, product adoption and retentionStrategize with our CRO to build, own, and execute account plans - Lead a weekly metrics review to identify opportunities to improve performance - Collaborate with product and engineering to spearhead adoption of new products and features - Support our scaling by building out onboarding and enablement programs for new CSM hires - Proactively identify churn risks and build and execute on playbooks based on learnings - Help clients understand the ROI that EliseAI provides and help them communicate that value internally within their own organizations - Partner with CSMs to drive upsell opportunities for the sales teamPartner with content and design to create training and online webinars to educate all client stakeholders on how to successfully use our solutions - Surface client feedback and ideas to the product and engineering teams for potential new features - Attract top-tier talent to join our driven team Move at rocket speed, build something massive. We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact; full autonomy, no micromanagement, no fluff. We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard. Requirements - Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup - 3+ years experience managing a customer success team - A track record in managing risk, forecasting, and identifying growth opportunities - Skilled in navigating cross-functional relationships within a high-growth SaaS environment - Excellent written and verbal communication skills - Strong sense of ownership and eagerness to build and define the customer success function - Ability to communicate candid, constructive feedback with your team - Strong customer-facing and presentation skills with the ability to establish credibility with executives ... (truncated, view full listing at source)