Director, Customer Success
FirsthandNew York, New York, United States
Posted December 24, 2025
Full Time
About the Company
Firsthand is a well-funded and fast-growing AI company that is transforming the way marketers and publishers engage consumers through their own AI agents.
Job Description
Firsthand is seeking a Director of Customer Success to build and lead the customer success function from the ground up. The role will involve owning strategic account ownership and delivery, building and implementing the customer success practice, and coordinating with internal teams to ensure delivery excellence.
Requirements
- 10+ years of experience in B2B customer success, account management, or customer operations
- Proven track record of driving Net Revenue Retention >120% through systematic expansion motions
- Ability to navigate ambiguity and build trust with cross-functional teams
- Commercial savvy and understanding of expansion opportunities
- Strong project management skills and ability to coordinate complex implementations
- Knowledge of digital advertising, marketing technology, and AI/ML product environments
Benefits
- Market-competitive compensation
- Equity in a well-funded and fast-growing AI company
