Customer Success Lead (San Francisco)

ABOUT GIGA

Giga has recently raised a $61M Series A and is working with Fortune 500 customers to deploy the next generation of customer experience - real-time AI agents that can understand emotion, resolve issues instantly, and scale across the world's largest enterprises.

Industry leaders like DoorDash trust Giga with their most complex support and operations workflows across voice, chat, and email, in high-stakes regulated environments where accuracy and compliance matter. We're at an exciting inflection point.

While we've found real commercial success, our ambitions are larger: to become the go-to AI platform for all enterprise automation, powered by our voice superintelligence. The work affects millions of people every day, and our team has the autonomy to make true impact - with brilliant founders, a clear path forward, and the kind of momentum that defines generational companies.

If being part of that resonates with you, we'd love to hear from you!

- Voice AI startup Giga raises $61M Series A https://fortune.com/2025/11/05/voice-ai-giga-raise-61-million-customer-service-series-a/

- DoorDash and Giga Partnership https://www.linkedin.com/feed/update/urn:li:activity:7391576181009018883/

THE ROLE

We're looking for a Customer Success Lead to own consumption across a book of Giga's enterprise production customers. Every enterprise contract we sign carries a minimum usage commitment. Your job is to get each customer to that commitment and past it: more conversations on the agent, more intents live, more channels and business units on Giga. You carry a number for it. You'll own each customer's timeline for getting there, and you'll push on it from both sides: externally, when the customer's team is slow to expand scope or route volume, and internally, when a product bug or a missing capability is what's holding them back. You sit between our Forward Deployed Engineers, who build and tune the agents, and our Enterprise Sales Representatives, who close the deals. You're the quarterback in the middle.

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.

This is not an FDE role and it's not a renewals desk. You won't be digging through tickets to find the root cause; the FDEs do that. You will know that something needs fixing, what it's costing the customer, and when it has to be done, and you'll drive it there. You'll also be the one telling customers what we're shipping and where the next use case is. When that turns into a real deal, the Enterprise Sales Representative comes back in to run it with you. You own usage and the timeline, they own paper.

WHAT YOU'LL WORK ON

A few examples from our current roadmap:

- 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.

- Quarterbacking the timeline, both directions: Externally, keep the customer's team moving on scope expansion, volume routing, and the approvals that slow them down. Internally, when a product bug or a missing capability is blocking a customer's next step, get it prioritized with FDEs and Product, hold the date, and tell the customer the truth about it. You don't investigate the ticket. You make sure it gets fixed on time.

- 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.

- Evangelizing what's next: Pitch customers on what we're shipping and where the next …