Hiring: Customer Success Lead (San Francisco) Company: Giga Location: San Francisco, CA Job Posted Time: 2026-09-12 12:04:00 Employment Type: Contract Target Skills & Keywords : Databricks, SQL, Salesforce, Snowflake, Twilio About the job Experience: •5+ years in customer success, technical account management, or account management at a company priced on usage or consumption (API platform, CCaaS, cloud data, AI platform), and have personally carried a consumption, NRR, or utilization number. Required Skills: •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. •Consumption plans for every account in the book: Build the per-account plan from go-live to the annual minimum and beyond: which intents and channels go live in which month, what volume each one carries, and what has to be true on the customer's side and ours for each date to hold. Track it weekly and act when a week goes flat. •Escalations at the right altitude: When something breaks in production, you're the customer's single point of contact. You know what's broken and what it's costing them, you pull in the right FDE, you own the communication up to the customer's executive, and you stay on it until volume is back. •Executive cadence: Run monthly value reviews and quarterly business reviews with the customer's VP or SVP of Customer Care, Operations, or CX, with our CEO and founders in the room when it matters. The output is a bigger volume plan with dates on it, not a satisfaction score. •Making consumption visible: Work with RevOps to get usage against commit, and the blockers behind it, in front of the whole revenue org in Salesforce every week. •As the first Customer Success hire at Giga, you'll be expected to build the playbook, not inherit one, and to show the CEO what the function should look like at 30 customers. •You own a defined book of production customers and you're paid on two things: every customer in it reaching full value on their commitment, and the book growing past it. •Gross revenue retention. Every customer in your book consumes their full contracted commitment and renews at or above it. This is the floor, and it's most of the variable. Qualifications: •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. Compensation: •$200,000 - $250,000 / year •$200K to $250K OTE (75% base / 25% variable) + equity Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!