Head of Account Management & Customer Success

Head Of Account Management & Customer Success

Factored was conceived in Palo Alto, California by Andrew Ng and a team of highly experienced AI researchers, educators, and engineers to help address the significant shortage of qualified AI & Machine-Learning engineers globally. We know that exceptional technical aptitude, intelligence, communication skills, and passion are equally distributed around the world, and we are very committed to testing, vetting, and nurturing the most talented engineers for our program and on behalf of our clients.

We are seeking a Head of Account Management & Customer Success to lead and scale our client engagement functions. This is a player-coach role, leading a team while directly managing strategic accounts. You will be accountable for key revenue and retention metrics, team performance, and scalable process creation. The role balances strategic planning and frontline execution with the objective of maximizing client satisfaction, revenue retention, and growth.

This leader will oversee a team of Account Managers and Customer Success Associates, drive process improvements, and own key revenue metrics across Factored AI's post-sales lifecycle. They will be expected to operate with speed, clarity, and ownershipaligning tightly with our core values and revenue goals.

Functional Responsibilities :

Key Objectives

• Maximize Net Revenue Retention (NRR) through effective client relationship management, proactive risk mitigation, and value delivery.
• Drive Account Growth via structured success planning, multi-threaded relationships, and upsell / cross-sell strategies.
• Streamline Delivery Operations to ensure consistent onboarding, issue resolution, and contract execution.
• Mentor and Develop Talent within both Account Management and Customer Success functions.

Core Responsibilities

Strategic Leadership & Team Management

Account Management Oversight

Customer Success Operations

Cross-Functional Leadership

Qualifications :