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 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 retention

• Strategize 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 team

• Partner 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

• Willingness to work in person at our office 4-5 days a week

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling so fast. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company

• Medical, Dental and Vision premiums covered at 100%

• Fully paid parental leave

• Commuter benefits

• 401k benefits

• Fitness & home services stipend to cover part of your expenses so you can focus on what matters

• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office

• Unlimited vacation and paid holidays

• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range

The base salary for this role is $150,000 - $185,000. EliseAI offers a competitive total rewards package which includes base salary, equity, a comprehensive benefits & perks package, and bonus depending on the role. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

In addition to the salary range listed, this role is eligible for commission based compensation.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]