Job Description

Job Description

Job Description

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world's leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

As the Customer Success & Account Manager , you will act as the key commercial point of contact in a customer-facing capacity, responsible primarily for the retention & expansion of your accounts. You will directly own and grow relationships with strategic accounts. Your mandate is to drive retention, revenue expansion, and customer advocacy across our most valuable clients.

You will play a pivotal part within our post-sale motion, building executive relationships with decision makers and champions of your customers, defining success metrics, and championing a customer-obsessed mindset across PolyAI. This is a pivotal role for a high-growth, enterprise-focused AI company in the customer experience and contact center space.

Key Responsibilities

• Own and grow up to 15 enterprise accounts, delivering outcomes across retention, upsell, and expansion
• Serve as the main point of contact for all your clients, managing high-level relationships and ensuring long-term strategic alignment
• Build and execute account and customer success plans defining growth strategies in collaboration with Deployment, Product, and Engineering
• Leverage customer insight dashboards to monitor customer health, product usage, revenue growth, and churn risk
• Lead business reviews, roadmap sessions, and stakeholder briefings across a diverse client base
• Drive commercial outcomes including renewals, upsell opportunities, and advocacy initiatives
• Synthesize customer feedback into actionable insights for product and go-to-market teams
• Forecast and report on key performance against KPIs for retention, expansion, and customer CSAT

What We're Looking For

• 4+ years in post-sales customer facing commercial roles, ideally in Enterprise SaaS
• Experience in Customer Experience, Contact Center, or Conversational AI domains is a strong advantage
• Proven success in hitting and over-exceeding on commercial targets including Gross Revenue Retention and upsell quotas
• Demonstrated commercial acumen: driving renewals, expansion, and account strategy
• Strong executive presence and experience engaging with CxO-level stakeholders
• Excellent communication and presentation skills; confident in leading strategic discussions
• Highly collaborative, with a track record of partnering cross-functionally to drive outcomes
• Bachelor's degree in business, economics, or computer science

US and Canada:

We provide a competitive salary range for this role - which is 120,000 – $145,000 OTE depending on level and experience. Please note this range is intended as a guide, not a guarantee. Final compensation will be based on individual qualifications, relevant experience, and the scope of the role.

In addition to salary, this position includes equity in the business, giving you the opportunity to share in the company's long-term success.

💰 Participation in the company's employee share options plan

🏥 100% of Single Cost (employee) and 70% of Dependent for medical, dental & vision

👪 Life Insurance

◻️ STD and LTD

💰 The opportunity to contribute to the company's 401k plan

🏝 Flexible PTO policy + 11 designated company holidays

📚 Annual learning and development allowance

🏡 We're all about making WFH work for you - that's why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!

🧡 Enhanced parental leave

👨️‍👩️‍👧 Company-funded fertility and family-forming programmes

🌸 Menopause care programme with Maven

🏥 Healthcare plan, including voluntary Health Insurance, covering services such as care for pregnant people and newborns, annual physical exams, dental care and more

At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.

Our core values are:

Only the best
We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.

Ownership
We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.

Relentlessly improve
We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.

Bias for action
Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.

Disagree and commit
We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.

Build for people
We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.

PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.

Kindly find the Privacy Notice for our recruitment process by following the link here. This document provides important information regarding how we handle your personal data throughout the recruitment journey.

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