Head of Customer Success, North America Sunnyvale, CA

Position: Head of Customer Success, North America Sunnyvale, CA , USA
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

• Develop deep expertise in how our target customers are approaching customer engagement transformation and measuring…