Customer Success Lead (San Francisco)

The posting, as Giga wrote it

ABOUT GIGA

Giga has recently raised a $61M Series A and is working with Fortune 500 customers to deploy the next generation of customer experience - real-time AI agents that can understand emotion, resolve issues instantly, and scale across the world's largest enterprises.

Industry leaders like DoorDash trust Giga with their most complex support and operations workflows across voice, chat, and email, in high-stakes regulated environments where accuracy and compliance matter. We're at an exciting inflection point.

While we've found real commercial success, our ambitions are larger: to become the go-to AI platform for all enterprise automation, powered by our voice superintelligence. The work affects millions of people every day, and our team has the autonomy to make true impact - with brilliant founders, a clear path forward, and the kind of momentum that defines generational companies.

If being part of that resonates with you, we'd love to hear from you!

• Voice AI startup Giga raises $61M Series A https://fortune.com/2025/11/05/voice-ai-giga-raise-61-million-customer-service-series-a/
• DoorDash and Giga Partnership https://www.linkedin.com/feed/update/urn:li:activity:7391576181009018883/

THE ROLE

We're looking for a Customer Success Lead to own consumption across a book of Giga's enterprise production customers. Every enterprise contract we sign carries a minimum usage commitment. Your job is to get each customer to that commitment and past it: more conversations on the agent, more intents live, more channels and business units on Giga. You carry a number for it. You'll own each customer's timeline for getting there, and you'll push on it from both sides: externally, when the customer's team is slow to expand scope or route volume, and internally, when a product bug or a missing capability is what's holding them back. You sit between our Forward Deployed Engineers, who build and tune the agents, and our Enterprise Sales Representatives, who close the deals. You're the quarterback in the middle.

This is the first hire in a function we intend to build. You report to the CEO, you'll work directly with the founders and the revenue leadership team, and you'll define how customer success works at Giga before anyone else joins it.

This is not an FDE role and it's not a renewals desk. You won't be digging through tickets to find the root cause; the FDEs do that. You will know that something needs fixing, what it's costing the customer, and when it has to be done, and you'll drive it there. You'll also be the one telling customers what we're shipping and where the next use case is. When that turns into a real deal, the Enterprise Sales Representative comes back in to run it with you. You own usage and the timeline, they own paper.

WHAT YOU'LL WORK ON

A few examples from our current roadmap

• Consumption plans for every account in the book: Build the per-account plan from go-live to the annual minimum and beyond: which inten

[…]
lationship with their ops and IT teams in the same week.

• Have quarterbacked a cross-functional timeline before: a customer expansion, a migration, a launch, where half the blockers were on your side of the house. You pushed engineers and product on dates without doing their jobs, and you told the customer the truth when a date moved.
• Are comfortable in the seam between engineers and sellers. You've run production escalations with an unhappy customer on one side and an engineer on the other, and kept both. You know the difference between knowing what needs fixing and fixing it, and you stay on your side of that line.
• Would rather ship a ramp plan this week than perfect a QBR deck. High tolerance for ambiguity, low need for process handed to you.
• Use AI tools every day and have worked hands-on with AI agents (voice or chat) in production. You can read a conversation log and tell the FDE what the customer is experiencing, even if you don't know why yet.

Nice to Have

• Came from a company that pays customer success on consumption (Snowflake, Databricks, Twilio, Deepgram, ElevenLabs, Anthropic, OpenAI, or similar).
• Have sold or expanded conversational AI, CCaaS, or contact center automation into insurance, financial services, airlines, retail, or restaurants.
• Have run value reviews that quantified savings and turned directly into a larger commitment.

Perks & Benefits

• $200K to $250K OTE (75% base / 25% variable) + equity
• Catered lunch daily
• Dinner stipend
• $300/month wellness & commuter benefit (commute, gym, fitness classes, mental health)
• 401(k) plan
• Paid parental leave (12 weeks maternal, 6 weeks paternal)
• Medical, dental, and vision coverage

Giga is an equal opportunity employer. We're committed to providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.