Director of Customer Success | Housing

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.

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

• Lead and develop a high-performing team of CSMs through coaching, training, performance management, and structured professional development.

• Own customer outcomes across the lifecycle, including onboarding, product adoption, retention, and overall account health.

• Drive measurable customer impact, ensuring clients understand and can articulate the ROI of EliseAI within their organizations.

• Identify and mitigate churn risk by building and executing scalable playbooks informed by data and customer insights.

• Partner with Sales to drive growth, contributing to account strategy, expansion planning, and upsell opportunities.

• Run a weekly metrics review, using performance data to diagnose gaps and implement improvements across the team.

• Collaborate cross-functionally with Product and Engineering to drive adoption of new features and elevate client feedback into roadmap discussions.

• Build and scale onboarding and enablement programs for new CSM hires to support rapid team growth.

• Partner with Marketing (content/design) to develop client education programs, including webinars, training materials, and stakeholder enablement resources.

• Attract top-tier talent to join our driven team

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.

• 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