- Experience
- Any
- Salary
- USD 150,000 – USD 160,000 / year
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- Work from home
- Eligibility
- <p>Applicants should have experience leading customer success in an early-stage SaaS or AI environment, with responsibility for retention and expansion outcomes. The role is best suited to someone in the United States who is comfortable working remotely and operating in a hands-on player-coach capa…
- Resume
- Required to apply
Job description
About Hermetic AI
Hermetic AI develops Mia, an AI agent designed to manage inbound inquiries for private events, catering, and group dining across restaurant and hospitality businesses with multiple locations. Mia is already active at more than 200 locations and is helping these teams capture more revenue. The company is seed funded, backed by York IE, and expanding quickly.
Role Overview
This position is the company’s first Head of Customer Success and is highly hands-on from the start. You will own the full post-sale journey, including onboarding, customer success, and support. While executing the work yourself, you will also build the underlying systems, playbooks, and team structure. As the company scales, this function will be split into dedicated leaders. You will join an early team already handling onboarding, success, and AI training.
This is a true player-coach opportunity: you will actively manage customer work while simultaneously shaping the function.
Key Responsibilities
- Own onboarding, success, and support, along with the metrics tied to each area such as time to value, retention, expansion, and support quality.
- Manage and grow expansion and net revenue retention across the customer portfolio.
- Create the playbooks, operating rhythms, and team design needed to scale the function significantly.
- Lead the current team, develop it further, and eventually hire specialized leaders for separate functions as the business grows.
- Work closely with sales to ensure smooth handoffs and partner with product on evolving customer needs.
- Stay close to Mia’s performance so you can improve answer quality and guide the team responsible for training her.
Candidate Profile
The right person has built a customer success function from scratch at an early-stage SaaS or AI company and successfully scaled it through the difficult middle stage of growth. You should have direct experience owning expansion or net revenue retention targets and be able to point to what specifically improved those numbers. Experience balancing strategic enterprise accounts with a faster-moving mid-market portfolio is important. You should also be comfortable with AI or automation products and with owning output quality. This role suits someone who wants to be deeply involved in the work, not someone who prefers to stay at a distance from the customer.
Compensation and Benefits
- Base salary: $150,000 to $160,000.
- On-target earnings: $190,000 to $200,000, with variable compensation linked to retention and expansion.
- Meaningful early-stage equity.
- Health coverage including medical, dental, and vision.
- Unlimited paid time off.
Additional Notes
This role is not a fit for someone who requires a large organization or extensive tooling to be effective, or for someone who views customer success mainly as a support cost center.