Head of Customer Success & Account Management - USA

Location: Mountain View, California, USA Workplace: Hybrid About Inworld Inworld is a research lab and inference provider focused on realtime AI for consumer-facing applications. We build first-party speech models, serve LLMs, and run the inference behind modular APIs designed for high-volume, realtime workloads. Hundreds of millions of users interact with Inworld powered apps every day and we serve over 10 trillion LLM tokens per month. Our models and infrastructure support consumer applications across companions, healthcare, fitness, education, media, and more. Our work spans model research, realtime inference, large-scale serving infrastructure, and the APIs developers use to bring these capabilities into production. We’ve raised more than $125M from Lightspeed Venture Partners, Section 32, Kleiner Perkins, Microsoft’s M12 venture fund, Founders Fund, Meta, Stanford, and others. Our technology has powered experiences from companies including NVIDIA, Microsoft Xbox, Niantic, Logitech Streamlabs, Wishroll, Little Umbrella, and Bible Chat. Inworld has also been recognized by CB Insights as one of the 100 most promising AI companies globally and named one of LinkedIn’s Top 10 Startups in the USA. Your Impact We are looking for a Head of Customer Success & Account Management to build and lead our post-sales function as we scale. This is a foundational leadership role: you will own the customer lifecycle after close, from onboarding and adoption through renewals, expansion and executive relationships. The ideal candidate has carried retention and expansion targets, built a high-performing customer success and account management motion for complex enterprise customers, and is AI-native, using agents, automation and customer signals to identify risk, accelerate value realization and scale high-touch engagement without linear headcount growth. You will be a player-coach early, directly owning strategic accounts while you build the team, operating model and playbook behind you. Candidates are ideally based in the SF Bay Area or willing to relocate (you will be working on-site at our Mountain View office a few days a week), but remote candidates will also be considered. Responsibilities - Retention & Expansion: Own gross and net revenue retention, renewal performance and expansion pipeline. Set targets, build the forecast, and hold the team accountable to predictable renewals and durable account growth. - Customer Outcomes: Build a rigorous lifecycle from onboarding through adoption and value realization, including success plans, health scoring, usage milestones and executive business reviews. Ensure customers can tie our products to measurable business outcomes. - Strategic Account Management: Personally own our highest-value and most complex accounts. Build multi-threaded relationships across technical, business and executive stakeholders, lead renewal and expansion strategy, and navigate escalations with urgency and judgment. - Post-Sales Operating Model: Define customer segmentation, coverage, service levels and the division of responsibilities across Customer Success, Account Management, Solutions, Support and Sales. Create repeatable playbooks that scale without sacrificing customer quality. - Systems, Data & AI: Own the post-sales stack and reporting layer, including CRM hygiene, customer health, product usage, renewal and expansion forecasting. Use AI agents and automation for account research, meeting intelligence, risk detection, next-best actions and scalable customer engagement. - Cross-Functional Leadership: Partner closely with Sales on handoffs and account strategy, and with Product, Engineering and Support on adoption blockers, escalations and the voice of the customer. Translate recurring customer needs into clear product and operational priorities. - Player-Coach: Directly manage strategic accounts while recruiting, ramping and coaching our first Customer Success and Account Management hires. Requirements - 7+ years in customer success, account management or post-sales, including 3+ years leading and hiring teams - Track record of building or scaling a post-sales motion at a high-growth startup and consistently delivering strong gross retention, net retention and expansion results - Experience owning a renewal and expansion number, with the commercial judgment to forecast accurately, negotiate complex renewals and create account growth plans - Deep experience managing strategic enterprise customers, building executive relationships and navigating technical, operational and commercial complexity - Comfort with highly technical products and technical buyers, with the credibility to engage Product and Engineering teams as well as senior business stakeholders - Hands-on command of modern CRM and customer success tooling, plus a strong point of view on using AI, automation, product usage and customer signals to scale the function - Demonstrated ability to hire, ramp and retain strong Customer Success and Account Management talent, with a bench of people who would join you again - Ability to operate independently and thrive in ambiguity, with no task too small and exceptional written and verbal communication skills The United States base salary range for this full-time position is between $230,000 - $290,000 + variable + equity + benefits. 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