The Role:
This is a senior product and customer success leadership role focused on turning enterprise AI investments into measurable business outcomes. You’ll lead onboarding, implementation, adoption, value realization, retention, and expansion across customers in the United States and Brazil. You will work across industries, quickly learn each customer’s operating model and terminology, and translate field insight into scalable product and delivery improvements.
The work moves through three modes, repeatedly:
Deploy successfully. Establish the implementation plan, technical and business requirements, integrations, acceptance criteria, change-management approach, and evidence required to move an enterprise AI solution into production.
Drive measurable value. Build repeatable adoption and value-realization programs, connect usage to business KPIs, and grow customers from an initial use case into additional workflows, teams, and AI agents.
Turn learning into scale. Separate configuration, enablement, integration, and product needs; identify recurring patterns across industries; and convert customer insight into reusable capabilities and a stronger product roadmap.
What You’ll Do:
- Own the post-sale customer lifecycle across discovery, solution design, implementation, onboarding, go-live, adoption, value realization, renewal, and expansion.
- Build and lead a forward-deployed or solutions engineering capability for complex integrations, private deployments, workflow configuration, and production readiness.
- Develop Customer Success Managers, implementation leads, and technical product leaders through clear objectives, operating metrics, coaching, and accountability.
- Create a consistent operating view of success plans, executive commitments, milestones, dependencies, risks, adoption, business outcomes, and acceptance evidence.
- Learn new industry domains quickly, master customer terminology and workflows, and translate domain requirements into AI agents, integrations, and scalable product needs.
- Triage customer issues by distinguishing product defects, model-quality concerns, data or integration problems, configuration needs, enablement gaps, and new feature requests.
- Partner with Sales, Product, Engineering, Security, and Solutions teams to remove adoption barriers while maintaining a secure and repeatable enterprise offering.
- Own customer success metrics including time to value, activation, product adoption, health scores, business-value realization, gross and net retention, churn risk, renewals, and expansion.
Who You Are:
- Outcome-obsessed. You connect AI deployment and product usage to measurable operational, financial, risk, or customer-experience outcomes.
- A rapid domain learner. You can enter an unfamiliar industry, learn its vocabulary, regulations, workflows, and decision criteria, and become credible with customers quickly.
- Technically fluent. You can discuss AI models, retrieval, data pipelines, integrations, agentic workflows, evaluation, security, and deployment tradeoffs with technical teams.
- Enterprise-ready. You are comfortable leading executive business reviews, success planning, change management, escalation management, and complex multi-stakeholder programs.
- A people leader. You can coach customer success, implementation, product, and solutions professionals and build repeatable operating practices.
- Bilingual and cross-cultural. You communicate with full professional fluency in both English and Portuguese and work effectively across US and Brazilian business cultures.
Nice to Have:
- Experience leading enterprise customer success, professional services, implementation, solutions engineering, or product teams for AI, data, cloud, or SaaS products.
- Hands-on familiarity with LLMs, retrieval-augmented generation, agentic systems, agent design, prompt and tool orchestration, evaluation, and model limitations.
- Experience deploying into regulated or operationally complex industries and adapting technology to industry-specific workflows, controls, and terminology.
- Experience building KPI frameworks for adoption, time to value, customer health, gross and net retention, churn, renewal, expansion, and documented business impact.
Why This Role Matters:
Enterprise AI succeeds only when it reaches production, fits the customer’s industry and workflows, earns user trust, and produces measurable business value. This role owns that journey across the US and Brazil, from solution design and deployment through adoption, retention, and expansion, while turning customer learning into a more scalable product.