Role & responsibilities
- Own the end-to-end customer success journey for our US-based clients onboarding, adoption, retention, and growth.
- Act as the primary point of contact for key accounts, building strong, trust-based relationships with US customers.
- Understand the technical aspects of myfuel.ai's product deeply enough to hold credible, detailed conversations with customers and internal engineering teams.
- Translate customer feedback and technical issues into transparent requirements for engineering, and translate engineering updates back into customer-friendly language.
- Groom, mentor, and lead a team of customer support executives setting priorities, reviewing performance, and building their skills.
- Design and continuously improve processes and playbooks that let the customer success function scale as the customer base grows.
- Track customer health metrics (usage, satisfaction, renewal risk) and proactively address issues before they escalate.
- Drive timely resolution of customer escalations by coordinating across support, engineering, and product teams.




- Represent the voice of the customer in internal planning and product discussions.
- Maintain a calm, organized, and solutions-oriented approach even under pressure or tight deadlines.

Preferred candidate profile
- 8–10+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally with software/SaaS products.
- Proven experience working directly with US-based clients, including comfort working US shift hours.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Strong technical aptitude — able to understand product architecture, APIs, integrations, or workflows well enough to have meaningful conversations with engineering teams.
- Demonstrated experience leading, mentoring, or managing a customer support/success team.
- A track record of building and scaling

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