The opportunityMost post-sales leaders inherit a process. You'll build it. As our AI strategist lead, you'll own Mutiny's managed account book and lead the technical solutions function that backs up our most complex customers. The teams running Mutiny (Rippling, Uber, Snowflake, Zendesk, and Gusto) are betting hard on AI, and they need post-sales partners who move their roadmap forward, not just their renewal date. You'll set the bar for what great support looks like, build the playbooks that let CS scale, and step into people management as we hire AI strategists underneath you. This role is in person in New York City.
The teams running Mutiny (Rippling, Uber, Snowflake, Zendesk, and Gusto) are betting hard on AI, and they need post-sales partners who move their roadmap forward, not just their renewal date. They don't need a partner who tracks their renewal date; they need one who moves their roadmap forward and shows them what's possible with the product before they ask. You'll set the bar for what great looks like, build the playbooks that let CS scale, and grow into people management as we hire AI Strategists underneath you.
This role is in person in New York City.
What you'll own- The managed book. Onboarding, adoption, retention, and expansion across every managed account at Mutiny. The number is yours.
- Technical solutions. Lead the function that supports our most complex customers. Set the bar for what great support looks like and the standard the rest of the team follows.
- The playbooks. Take what's working across individual accounts and turn it into something the whole team can use. The infrastructure that lets CS scale without losing the quality customers expect.
- Executive relationships. Run EBRs and own the room with CMOs and VPs. The conversations that decide whether the next renewal is a multi-year expansion or a flat one.
- Renewals and expansion. Build the case six months before it's due. Adoption and customer health are the leading indicators. Revenue is the lagging one.
- The team. Hire, coach, and develop AI strategists as we grow. The ceiling on the book is the ceiling on the team you build.
Who you are- A builder, not an inheritor. You've spotted patterns across customers and turned them into playbooks and process. You don't need perfect clarity to start, you'll create it.
- Fluent in AI, and hungry to go deeper. You're genuinely excited about where AI is taking go-to-market, you get how customers actually adopt new technology, and you can translate product capability into business outcomes an exec will fund.
- Earned executive trust. You build relationships with CMOs and VPs, run business reviews that land, and have hard conversations with grace. The customer trusts your judgment, not just your responsiveness.
- Technical solutions instinct. You've worked closely with or led a technical support function. You know what excellent product support looks like, how to scale it, and how it folds into customer success.
- Renewal mindset, expansion bias. Retention and expansion are personal. You don't wait for a renewal to come up. You're building the case six months out and the customer feels it.
- Ready to lead. You've thought seriously about how to build a team, not just a book. Maybe you've managed someone, maybe you've been the informal leader. Either way, you're hungry for the next step.
- Precision communicator. You can write a crisp follow-up, present a data-driven story to a leadership team, and explain a complex product integration to a technical ops lead, all in the same day.
