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Senior Director, Customer Success
Overview
About the Role
Cognita AI is hiring a Senior Director, Customer Success whose mandate covers owning retention, service quality and the end-to-end customer journey across its artificial intelligence business. Based in Miami, FL on a remote basis, the role reports to the vice president of the function and carries a remit of Multi-team ownership within a national function. Cognita AI is an applied AI company deploying models into enterprise workflows. The appointed leader inherits 40–120 people and will be measured on the strategic priorities set out below rather than activity.
The leadership mandate
Leadership Responsibilities
- Develop service leadership talent across regions
- Lead customer success, support and service operations leaders
- Own the voice-of-customer programme across the executive team
First 12 months
Strategic Priorities
Day to day
Key Responsibilities
- Own retention, renewal and satisfaction targets for the customer base
- Redesign the customer journey around measurable moments that matter
- Lead escalation governance for strategic accounts
- Deploy service technology and self-serve capability to lift efficiency
- Feed structured customer insight into product and commercial planning
Leadership profile
Qualifications
- Track record improving retention and satisfaction measurably
- Command of service economics and workforce planning
- Customer experience or success leadership at scale
- 11+ years, including 3+ leading managers of progressive leadership experience
- Experience operating in the artificial intelligence sector or an adjacent regulated market
Track record
Leadership Experience
- Proven leadership of 40–120 people, directly and through other leaders
- Accountability for a budget or P&L consistent with Multi-team ownership within a national function
- Experience presenting to executive committees, boards or investment committees
How success is measured
Key Performance Expectations
Nice to have
Preferred Qualifications
- Enterprise account management background
- Experience deploying customer platforms or automation
What's offered
Benefits
Company Overview
Cognita AI is an applied AI company deploying models into enterprise workflows. This is demo content: the organisation, its results and its openings are illustrative examples used to demonstrate the HireAxis executive marketplace. The Cognita AI leadership team is structured around a small executive committee with clear P&L ownership, supported by functional heads across strategy, operations, finance, technology and people.
Additional Information
- Department: Customer Experience
- Applications close February 7, 1970.
- DEMO CONTENT — this record was created for the HireAxis platform preview and is not a verified client mandate.
- Hiring process: recruiter conversation, hiring-manager interview, executive panel and final board or CEO meeting.
- Background, reference and, where relevant, regulatory checks are completed before any offer.
How to apply
Application Instructions
Submit your CV through HireAxis with a short note on the leadership scope you have owned. Shortlisted candidates meet a HireAxis executive consultant before any client introduction.
Why This Opportunity
You would join at the point where strategy turns into execution, with board attention and resources behind it. Leadership is deliberately lean: executives are expected to operate close to the work, publish clear priorities each quarter and hold their teams to measurable outcomes.
Apply NowApply with your CV and contact details — we review every application and respond within a few business days.