Job Description

Head of Customer Success / Founding Customer Success Lead

Location: San Francisco, CA (In-Office, 6 Days/Week)

Compensation: Top of Market + Equity

About Broccoli AI

Broccoli AI builds AI voice agents that act like real employeesanswering phones 24/7, booking jobs in ServiceTitan, alerting techs when emergencies hit, and following up on missed calls or open estimates. In just 12 months, weve grown to 200+ contractors with 40% MoM growth. Backed by top-tier VCs, were building the AI-native operating system for the tradeshelping home service businesses run faster, smarter, and more profitably. We move fast, experiment constantly, and ship products that change how real-world businesses operate.

Why This Role Matters

Our AI agents already power mission-critical customer communications for contractors nationwide. Now we need a world-class Customer Success leader to ensure every customerfrom small HVAC shops to multi-location franchisesgets value from day one and stays for the long run. This is a founding role: youll be the first Customer Success hire, working directly with the founders to design the systems, playbooks, and culture that define how we scale customer happiness and retention.

Responsibilities

• Own the customer journey: Build onboarding, training, and retention processes that turn new users into advocates.
• Be the voice of the customer: Translate feedback into actionable insights for product and engineering to improve the AI experience.
• Drive adoption and outcomes: Help customers understand how Broccoli AI transforms their operations and measure success through real ROI.
• Design and lead processes: Create scalable CS systemsfrom health scoring to renewal workflows and playbooks.
• Hire and lead: As we grow, build and manage a world-class Customer Success team from the ground up.
• Partner with founders: Work cross-functionally with Product, Growth, and Engineering to shape the roadmap based on what customers actually need.
• Set the standard: Establish the metrics and rhythms for successNPS, churn, time-to-value, expansion, and more.

Qualifications

• 38 years of experience in Customer Success, Account Management, or Operations (preferably at a SaaS or AI company).
• Youve built or scaled CS programs beforeor youre ready to.
• Exceptional communication and empathyyou can explain technical products clearly and connect with both business owners and operators.
• Analytical mindset: youre data-driven, comfortable with dashboards, and can identify patterns in churn, retention, and usage.
• Comfortable with ambiguity and rapid growthyou like building structure where none exists.
• Deep curiosity about AI, automation, and voice technology, and how these tools impact real-world industries.
• Excited to work in-office in San Francisco, side-by-side with the team, talking to users, and driving impact daily.

Benefits

• Massive Impact: Own customer success at one of the fastest-growing AI startups in the country.
• Founding Role: Define how we support and retain our customers from the ground up.
• Direct Collaboration: Work shoulder-to-shoulder with the founders and leadership team.
• Fast Feedback Loop: What you build this month shapes what thousands of users experience next month.
• Top-of-Market Pay + Equity: Meaningful ownership in a company growing 40% month-over-month.
• Beautiful South Park Office: Collaborative, high-energy, and surrounded by builders

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