Customer Strategy Director

The company unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. The company’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use the company to power world-class customer experiences every day.

Born from the Stanford AI Lab, the company has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. The company’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu , founded and led Google's Contact Center AI and Vertex AI platforms before joining the company to build the future of AI-driven customer experiences.

Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at the company.

About the Role

This is a senior individual contributor role on the company's Customer Strategy team, a small, high-impact group that operates at the intersection of AI strategy, contact center transformation, and enterprise sales. We show up as operators, not software vendors. Our job is to turn AI anxiety into AI confidence for the enterprises ready to lead the next era of customer experience.

You'll engage at the C-suite and executive level with the company's largest and most strategic accounts, acting as a trusted advisor who can make the value of AI concrete and stay accountable to real, measurable outcomes. You'll partner closely with Sales, Professional Services, and Customer Success, and serve as a thought leader both in customer engagements and internally across product, marketing, and GTM.

East or Central US strongly preferred. This role involves regular customer travel (1-2 days/week) and the majority of the company's largest strategic accounts are concentrated in the Eastern time zone.

What You'll Do

Vision & Thought Leadership

• Open strategic enterprise engagements with executive-level vision sessions, not pure product pitches, establishing the company's point of view on how AI will reshape contact center operations

• Help customers see where AI is taking their business, not just what's available today

• Represent the company at external events as a credible voice in AI and CX transformation

Strategic Customer Engagement

• Lead business value discovery, stakeholder alignment, and use-case scoping across complex, multi-stakeholder enterprise accounts

• Guide customers through operational readiness, change management, and deployment planning, including Center of Excellence models and governance structures

• Support pilot and Conversational Assessment design, goal-setting, and executive readouts

• Facilitate business case development as a collaborative exercise with the customer, rather than the company-owned spreadsheet, so customers internalize and own the value story

Scope & Deal Strategy

• Partner with Sales to push deals toward full platform adoption where warranted, expanding beyond initial narrow use cases

• Advise on pricing strategy and business models for non-standard deal structures

• Own positioning and sale of professional services as part of a broader engagement strategy

Internal Contribution

• Serve as voice of the customer for Product, Marketing, and Partner teams

• Build repeatable playbooks, frameworks, and executive assets that scale the team's approach across the Enterprise segment

• Help the company stay ahead of AI trends and their implications for customers and our own GTM

What We're Looking For

• Deep credibility in AI agents: you understand the technology, its current limitations, and the competitive landscape well enough to advise customers making real transformation decisions

• Contact center domain expertise, whether from operating inside one or selling into them at enterprise scale

• Exceptional executive presence and storytelling ability; you can hold a C-suite room, make complex AI strategy legible, and leave customers with conviction, not just information

• A visionary orientation; customers are anxious about AI and overwhelmed with options, you're the person who gives them clarity and a path forward

• Strong product and technical fluency; PM background is a strong signal, you need to engage credibly on integration tradeoffs, deployment architecture, and model behavior without necessarily being an engineer

• Proven experience leading large, complex enterprise engagements with multiple stakeholders and long sales cycles

• Comfort with an IC role and a high-travel cadence; this is not a team management position, the leverage comes from depth of customer engagement

Perks & Benefits

We offer a comprehensive and people-first benefits package to support you at work and in life:

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family

• Flexible PTO to take the time you need, when you need it

• Paid parental leave for all new parents welcoming a new child

• Retirement savings plan to help you plan for the future

• Remote work setup budget to help you create a productive home office

• Monthly wellness and communication stipend to keep you connected and balanced

• In-office meal program and commuter benefits provided for onsite employees

Compensation at the company

The company’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

The base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

This role is variable target compensation eligible. There is potential to exceed target earnings when goals are surpassed.

Our use of AI in recruiting: We may use AI tools in our recruiting process, which require human review and oversight. If you have questions about our use of AI or wish to opt out, please contact [link for members] (if you are opting out, please use the subject ‘Opt-Out’ in your email).

Recording & AI transcription: We do not authorize candidates to record or use AI transcription of any interview by phone, notetaker app, AI glasses, or other device. Candidates may request an exception or accommodation for review during the interview process as needed.

Recruiting impersonation scams: We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All the company recruiting email communications will always come from the @the company .ai domain. Any outreach claiming to be from the company via other sources should be ignored.