VP of Customer Success | Housing

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

As the Vice President of Customer Success at EliseAI, you will own and scale the end-to-end customer journey. Reporting to the Chief Experience Officer, and working closely with the executive team, you will shape the long-term customer success vision and lead the execution of high-impact strategies that maximize retention, expansion, and customer advocacy. You’ll play a central role in driving EliseAI’s continued growth by ensuring our customers achieve measurable success and value from our platform.

Key Responsibilities

• Define and execute a long-term vision for Customer Success that aligns with EliseAI’s overall business objectives

• Lead a high-performing team, setting clear goals and fostering a culture of accountability, growth, and customer-centricity

• Serve as a trusted partner to our most strategic customers, including national real estate portfolios

• Actively engage in executive-level conversations to drive alignment between EliseAI’s platform capabilities and customer business outcomes

• Own revenue retention and growth across the customer base.

• Partner with Sales and Revenue leaders to develop and execute comprehensive account strategies that increase product adoption and upsell/cross-sell opportunities

• Oversee the customer journey from onboarding through renewal, ensuring seamless implementation and long-term engagement

• Ensure consistent delivery of exceptional experiences across touch points

• Develop and refine scalable systems for monitoring customer health.

• Proactively identify risk signals and lead cross-functional efforts to address and eliminate churn risk

• Work closely with Product and Engineering to provide voice-of-customer insights, influence product roadmap prioritization, and drive adoption of new features and functionality

• Build mechanisms to capture and act on customer feedback

• Drive programs that turn satisfied customers into advocates and referenceable partners

• Hire, mentor, and retain top talent. Design and implement org structures and processes that support rapid scale without sacrificing quality

Requirements

• Extensive experience in scaling customer success functions within a SaaS company with 9 figures of revenue

• Strong analytical and strategic thinking skills, with the ability to manage high-level conversations with internal and external stakeholders

• Proven track record of fostering long-term customer relationships and enhancing customer satisfaction

• Deep understanding of customer success metrics and the ability to link these to business outcomes

• Ability to work autonomously in a fast-paced environment

• Willingness to work in person at our office 4-5 days a week

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded ( unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company in the form of stock options

• Medical, Dental and Vision premiums covered at 100%

• Fully paid parental leave

• Commuter benefits

• 401k benefits

• Monthly fitness stipend

• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch

• Fun company social events through our Elise and the City program

• Unlimited vacation and paid holidays

• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range

The salary range for this role is $275,000 - $350,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected]