Customer Success Lead (San Francisco)

The role

The Customer Success Lead will own consumption across a book of enterprise production customers. You will drive customers to meet and exceed their minimum usage commitments by managing timelines and coordinating between engineers and sales.

What you will do

• Build per-account consumption plans from go-live to annual minimum
• Track weekly usage and act when a week goes flat
• Manage customer timelines for scope expansion and volume routing
• Prioritize product bugs and missing capabilities with FDEs and Product
• Act as single point of contact for production escalations
• Pitch customers on new features and upcoming use cases
• Run monthly value reviews and quarterly business reviews with executives
• Work with RevOps to report usage against commit in Salesforce

Required qualifications

• 5+ years in customer success, technical account management, or account management at a company priced on usage or consumption
• Personally carried a consumption, NRR, or utilization number
• Experience taking a customer from go-live to full value on a commit and past it
• SQL or serious spreadsheet fluency
• Knowledge of contact center metrics including Containment, resolution rate, CSAT, AHT, transfer rate, QA scoring
• Ability to run executive relationships at a Fortune 1000
• Experience quarterbacking cross-functional timelines
• Comfortable working between engineers and sellers
• High tolerance for ambiguity
• Use AI tools every day
• Worked hands-on with AI agents (voice or chat) in production

Nice to have

• Came from a company that pays customer success on consumption (Snowflake, Databricks, Twilio, Deepgram, ElevenLabs, Anthropic, OpenAI, or similar)
• Have sold or expanded conversational AI, CCaaS, or contact center automation into insurance, financial services, airlines, retail, or restaurants
• Have run value reviews that quantified savings and turned directly into a larger commitment

Benefits

• Catered lunch daily
• Dinner stipend
• $300/month wellness & commuter benefit (commute, gym, fitness classes, mental health)
• 401(k) plan
• Paid parental leave (12 weeks maternal, 6 weeks paternal)
• Medical, dental, and vision coverage

About the company

Giga is a Voice AI startup that has raised a $61M Series A. They work with Fortune 500 customers to deploy real-time AI agents for customer experience.