Leading the post-sale customer lifecycle from contract signature through renewal and expansion is the core of this Director role. This leader is accountable for revenue retention, upsell revenue, customer health, and executive relationships, turning signed capacity commitments into long-term partnerships. The role starts as an individual contributor and moves quickly into people leadership as the company scales.
Responsibilities
Build the Customer Success function from the ground up: structure, segmentation (strategic vs. commercial accounts), hiring plan, and career paths for CSMs and TAMs
Own gross revenue retention (GRR), net revenue retention (NRR), renewal, and expansion targets across the customer base
Define the post-sale engagement model end to end — from requirements and proof-of-concept sign-off through cluster acceptance, onboarding, production, and renewal
Balance high-touch coverage for strategic accounts with scalable programs, automation, and self-service resources for the broader base
Drive time-to-first-workload and cluster acceptance on schedule, partnering with Deployment Operations and Cloud Operations on handoff from build to production
Ensure customers understand and achieve value from their H100, H200, and B300 capacity — utilization, job throughput, and workload performance across training and inference
Partner with Solutions Engineering to support workload migration, Kubernetes/Slurm orchestration questions, and storage and networking configuration
Translate customer telemetry, usage patterns, and feedback into prioritized requirements for Product and Engineering
Establish an account-health framework that combines GPU utilization, platform reliability, SLA performance, support activity, sentiment, and commercial risk
Proactively identify at-risk accounts — declining utilization, repeated incidents, competitive pressure, or approaching contract end — and run recovery plans
Own the customer-facing side of major incidents and escalations: clear ownership, fast internal coordination, and executive-level communication with post-incident reviews
Track and report SLA attainment and service credits in partnership with Cloud Operations and Finance
Lead renewal strategy and execution for multi-year capacity agreements, starting renewal planning 6–9 months before term end
Run upsell motions within the existing customer base like an account manager: additional GPU capacity, longer commitment terms, next-generation hardware (e.g., B300 and beyond), storage, networking, and managed services
Build account plans with whitespace analysis and expansion targets for each strategic customer, and maintain a qualified upsell pipeline in the CRM
Identify expansion signals (sustained high utilization, capacity constraints, new model programs, next-generation GPU interest) and either close the opportunity directly or hand it to Account Executives with full context
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Partner with Account Executives, Finance, and Legal on pricing, quotes, and contract amendments for expansions and migration-path deals
Run Executive Business Reviews (EBRs/QBRs) for strategic accounts, using them to surface roadmap fit and expansion opportunities
Support customer partnership programs such as the Customer Advisory Board, reference customers, and case studies
Select and implement CS tooling (CRM integration, health scoring, success plans) and build playbooks per customer segment
Report retention, NRR, health, CSAT/NPS, and pipeline of renewals to the Head of Sales and executive team on a monthly and quarterly cadence
Maintain auditable records of customer commitments, SLA performance, and escalations to support SOC 2, external audits, and public-company reporting
Travel to key customer sites and QumulusAI data centers as needed
Requirements
10+ years in customer success, technical account management, solutions architecture, or professional services, including 4+ years leading customer-facing teams
Experience managing enterprise relationships in cloud infrastructure, HPC, IaaS, or AI/ML platforms with multi-year, high-value contracts
A track record of improving GRR/NRR, renewal rates, and account health through measurable systems — not just relationships
Strong technical fluency: comfortable discussing GPU clusters, networking (InfiniBand/RoCE), storage, Kubernetes, and training vs. inference workloads with customer engineering teams without a translator
Strong judgment in high-pressure escalations, with the ability to align internal teams and communicate directly with customer executives
Proven account management or upsell experience: owning expansion quota or targets, building account plans, and negotiating pricing and contract terms alongside Sales and Finance
Excellent written and verbal communication across technical incident reviews, executive business reviews, and internal operating reviews
Nice to have:
Direct experience at a GPU cloud, neocloud, hyperscaler, or AI infrastructure provider
Experience as an early Customer Success leader who built the function at a high-growth company
Familiarity with Slurm, Ray, distributed training, model serving, and cluster benchmarking (NCCL tests, MLPerf)
Experience with CS platforms (Gainsight, Catalyst, Vitally) and AI-assisted customer operations or health scoring
Experience supporting both enterprise sales motions and self-serve or developer-led customers
Exposure to SOC 2, SLA-credit administration, or public-company reporting and controls
Benefits
Uncapped commission
Restricted stock units
What Success Looks Like
First 90 days:
Every active customer has a named owner, a documented success plan, and a baseline health score
Renewal calendar for all contracts expiring in the next 12 months is built, with risk ratings and owners
Health-scoring model (utilization, incidents, SLA, sentiment, commercial) is live and reviewed weekly
Hiring plan for the first CSM/TAM hires is approved and recruiting is underway
First 12 months:
GRR and NRR targets are met, and the annual upsell/expansion revenue target is achieved, tracked separately from new-logo revenue
At-risk accounts are flagged at least two quarters before renewal and recovery plans are in place
Time from cluster acceptance to first production workload is measured and trending down
Strategic accounts receive quarterly EBRs and describe QumulusAI as a long-term infrastructure partner
About the Company
QumulusAI is a GPU-as-a-Service platform delivering high-performance accelerated compute to enterprise and research customers across the U.S. It has an active fleet of 2,700+ GPUs — spanning H100, H200, and B300 RoCE clusters — and is undergoing rapid expansion. QumulusAI is a publicly listed company (QMLS).
