Head of Customer Success, North America - Sunnyvale - eGain

Description

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About eGain
eGain is the leader in AI knowledge management platforms for enterprises, powering generative AI transformation at some of the world's most complex organizations-from JPMorgan Chase and the Internal Revenue Service to Veterans Affairs, Liberty Mutual, and Florida Blue. We provide the trusted, governed knowledge infrastructure that enables our customers to deliver AI ROI at scale, centered on customer operations and customer engagement. When enterprises need their AI investments to drive real business outcomes in how they serve and engage customers, they turn to eGain.
The Opportunity
We're at an inflection point. Our platform is proven, our customers see tremendous value in their customer operations, and we're sitting on 2/3 of our business and our highest growth potential right here in North America. But we have a strategic challenge to solve: while we're deeply successful within our operational sandboxes, we're not yet driving the broader AI transformation conversation at the C-suite level.
We need a Head of Customer Success for North America who can change that trajectory-someone who can elevate our relationships from successful implementations to strategic partnerships that shape our customers' entire AI agenda, particularly around customer engagement and operations where AI ROI is most tangible and measurable.
The Role
As Head of Customer Success for North America, you will own the strategic expansion and deepening of our most important customer relationships. This isn't traditional customer success focused on adoption metrics and renewals. This is about becoming a trusted advisor to CXOs, connecting our knowledge infrastructure capabilities to their customer engagement transformation imperatives, and positioning eGain as essential to how they think about scaling AI to deliver measurable ROI across their customer operations.
You'll work with customers operating in highly regulated, high-complexity environments where getting AI right in customer-facing scenarios isn't optional-it's existential. Your ability to speak their language, understand their constraints around customer data and compliance, and articulate how trusted, governed knowledge infrastructure enables (rather than constrains) their ability to deliver AI ROI at scale will be critical.
What You'll Do
Strategic Relationship Building

• Systematically elevate our customer relationships from operational sponsors to C-suite stakeholders (Chief Customer Officer, Chief Experience Officer, CIO, CDO, CTO, Chief AI Officer)
• Create and execute account expansion strategies that position eGain at the center of customers' customer engagement and AI transformation roadmaps
• Build executive alignment around the criticality of trusted knowledge infrastructure for delivering AI ROI at scale in customer operations

Customer Success Leadership

• Own North American customer outcomes, expansion, and retention across our enterprise portfolio
• Build and scale a customer success organization capable of supporting complex, regulated enterprises
• Define success metrics that balance operational excellence with strategic relationship depth and demonstrated AI ROI

AI ROI and Customer Engagement Advisory

• Engage CXOs in substantive conversations about how to achieve measurable AI ROI in customer operations and engagement
• Translate technical concepts around knowledge infrastructure, governance, and compliance into business outcomes: reduced handle time, improved CSAT, increased automation rates, and customer lifetime value
• Serve as a thought partner on how to operationalize AI at scale in customer-facing functions where trust, accuracy, and consistency directly impact customer experience and business results

Cross-Functional Collaboration

• Partner closely with Sales to identify expansion opportunities and support enterprise deals
• Work with Product to ensure customer insights shape our roadmap for customer engagement use cases
• Collaborate with Marketing on customer advocacy, case studies, and thought leadership around AI ROI in customer operations

Market Intelligence

• Develop deep expertise in how our target customers are approaching customer engagement transformation and measuring AI ROI
• Understand the regulatory, compliance, and operational dynamics in customer operations across industries like financial services, government, healthcare, and insurance
• Position eGain ahead of market shifts in customer engagement technology and AI deployment

Who You Are
AI-Native Thinker with Customer Operations Expertise

• You naturally think in terms of AI transformation in customer engagement and operations, not just software implementation
• You understand why trusted knowledge infrastructure is the foundation for delivering AI ROI at scale in customer-facing scenarios-and can articulate this to any audience
• You're curious about where generative AI is heading in customer engagement and how governance, compliance, and trust will shape enterprise adoption in customer operations

Executive Presence

• You can walk into a room with a Chief Customer Officer, Chief Experience Officer, or Chief AI Officer and immediately add value to the conversation about customer engagement strategy
• You have the gravitas and communication skills to be taken seriously by senior leaders at Fortune 500 companies
• You're comfortable translating between technical depth, customer operations metrics, and business impact

Strategic Yet Tactical

• You see the big picture-where a customer relationship should be in 18 months and what AI ROI looks like at scale-but you're also willing to roll up your sleeves today
• You can build an account strategy tied to customer engagement outcomes and then execute the details to make it happen
• You balance long-term relationship building with near-term business outcomes and demonstrable ROI

Intellectually Curious and Hungry

• You're energized by complex problems and sophisticated customers
• You read, learn, and seek to understand how AI is reshaping customer engagement and operations
• You're not satisfied with the status quo-you want to build something significant

Requirements

• 10+ years of experience in customer success, account management, or consulting roles serving enterprise customers, ideally with focus on customer operations, contact centers, or customer experience
• Proven track record of building and managing C-suite relationships at large, complex organizations
• Deep understanding of AI/ML, customer engagement technology, and the unique challenges of deploying AI in customer-facing operations within regulated industries
• Experience in at least one of our core verticals: financial services, government, healthcare, or insurance
• Demonstrated ability to think strategically about AI ROI while executing tactically
• Exceptional communication and presentation skills with ability to discuss both technology and business outcomes
• Must be located in or willing to relocate to the San Francisco Bay Area
• This role is based in our Sunnyvale, CA headquarters and requires five days per week in-office presence
• Position requires approximately 50% travel to customer sites across North America

Why This Role Matters
The future of customer engagement depends on AI that actually delivers ROI. Our customers are dealing with millions of customer interactions, regulatory requirements around customer data, and business-critical moments where poor AI performance directly impacts revenue and brand reputation. The companies that figure out how to scale AI responsibly and effectively in customer operations will win their markets. The ones that don't will fall behind.
You'll be at the center of that transformation, helping some of the world's most important organizations achieve measurable AI ROI in how they serve and engage their customers. If you're intellectually curious, strategically minded, and excited about shaping how enterprises think about AI infrastructure for customer operations, this is your opportunity.
Our Hiring Process is "Easy with eGain"
Step 1
Written test

• Aptitude section - this is a GRE style test (60 minutes or less)
• Functional section - this is a take-home test

Step 2
Panel interview (in-person at eGain Sunnyvale office)
To Apply
Email your resumé to [email protected] with the position title "Head of Customer Success, NA" in the email subject and a brief note explaining why you're the right person to help eGain break through to the C-suite at our most important customers and drive the conversation around AI ROI at scale in customer engagement.
Compensation

• Base salary is $225,000, plus a commission of up to $75,000.
• Stock options