Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.
Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.
As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.
Job Description
Position Summary
As Director of Customer Success, you will own the end-to-end success of our largest strategic F500/G2000 enterprise accounts ($5M+ ACV). You will serve as a strategic advisor to enterprise clients in Banking, Insurance, Telecommunications, and Retail, orchestrating cross-functional teams, driving AI adoption initiatives, and ensuring customers realize maximum business value from technology investments. This role requires deep CDP/Marketing expertise with strong familiarity in customer service/contact center operations, combined with the skill set of a strategic consultant, solution orchestrator, and trusted executive advisor.
Key Responsibilities
- Serve as primary point of contact and trusted advisor for 5-10 strategic enterprise accounts with annual contract values exceeding $5M+
- Build and maintain C-suite relationships (CIO, CMO, CXO) becoming a strategic partner in customers' digital & AI transformation journeys
- Drive executive business reviews (EBRs) and quarterly business reviews (QBRs) demonstrating measurable ROI and business value
- Accelerate time-to-value by orchestrating product adoption, consumption, and utilization across enterprise customer portfolios
- Lead complex customer engagements focused on deploying AI and CDP solutions across business functions (Marketing, Customer Service)
- Establish success criteria and KPIs that align technology investments with business outcomes
- Lead virtual teams including solution architects, technical account managers, professional services, and support engineers
- Act as voice of the customer internally, influencing product roadmap and strategic priorities
- Achieve above-benchmark gross revenue retention and net revenue retention across assigned portfolio
- Drive customer advocacy resulting in referenceable accounts, case studies, and positive reviews
Required Qualifications: Experience & Industry Focus
- 12+ years in customer success, account management, or consulting roles within enterprise B2B technology companies
- 5+ years working with Fortune 500/Global 2000 enterprise accounts in Banking, Insurance, Telecommunications, and Retail (required target verticals)
- Established book of executive relationships (C-suite, VP-level) within target verticals, with ability to leverage network for customer introductions, references, and business development
- Proven track record managing accounts with $5M+ annual contract values
- 5+ years experience with AI products, platforms, or services in advisory or delivery capacity
- 3+ years hands-on experience with Customer Data Platforms (CDP) in Martech/Adtech ecosystems (primary focus)
- Experience in customer service/contact center technology domains highly valued (secondary expertise)
- Demonstrated success driving digital transformation, cloud migration, or large-scale technology adoption programs
Technical & Strategic Competencies
- Deep understanding of CDP AI solution architectures, Martech and Adtech ecosystems, and customer data activation strategies
- Strong understanding of enterprise technology architecture including cloud infrastructure, data platforms, AI/ML, security, and integration patterns
- Expertise navigating marketing stacks and advertising tech—connecting systems, streamlining data flows, unlocking customer insights
- Exceptional business acumen with ability to understand customers' business models, industries, and competitive landscapes
- Strong financial acumen including ROI analysis, business case development, and value realization frameworks
- Ability to translate complex CDP and MarTech tools into clear, actionable strategies that directly impact KPIs (acquisition cost, engagement, retention, revenue lift)
Leadership & Executive Presence
- Outstanding executive presence and communication skills with ability to influence C-suite stakeholders
- Proven ability to lead and orchestrate cross-functional virtual teams without direct authority
- Strong program management and organizational skills managing multiple complex initiatives simultaneously
- Cultural intelligence and experience working with global, multicultural teams and customers
- Consultative mindset with customer-first orientation and passion for customer success
Education & Preferred Qualifications
- Bachelor's degree in business, Computer Science, Engineering, Data Science, or related field required; MBA or advanced degree preferred
- Industry certifications (CSM, AI, AWS Solutions Architect, Azure Administrator, PMP) highly valued
- Multi-language capabilities (English required; German, French valued for regional engagements)
- Background in professional services, management consulting (McKinsey, BCG, Deloitte), or Big 4 consulting
- Experience with cloud platforms (AWS, Azure, GCP) and AI services (OpenAI, TensorFlow, Hugging Face)
- Ability to travel at least 25% of the time
Success Metrics (First 12 Months)
- Months 1-3: Complete onboarding, build relationships with assigned accounts, conduct account health assessments, develop success plans
- Months 4-6: Execute quick wins, stabilize at-risk accounts, conduct first EBRs, identify expansion opportunities worth 15-20% of base ARR
- Months 7-12: Achieve above-benchmark GRR and NRR, drive measurable business outcomes for 100% of assigned accounts, deliver at least 2 customer case studies or references
Essential Competencies: Strategic Thinker
- Customer Obsessed
- Results-Driven
- Adaptable
- Collaborative
- Executive Maturity
- Intellectually Curious
- Self-starter with high agency
- Data-driven decision maker
- Resilient under pressure
Location preference:
UK - London
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.