eGain Corporation · 1 week ago
Head of Customer Success, North America
Sunnyvale, CA
Full-time
Onsite
Director/Executive
10+ years expeGain is a leader in AI knowledge management platforms for enterprises, and they are seeking a Head of Customer Success for North America. This role involves elevating customer relationships to strategic partnerships and advising C-suite executives on AI transformation in customer engagement and operations.
AnalyticsEnterprise SoftwareInformation TechnologyInsurTechSoftware
Responsibilities
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
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
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
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 AI ROI
Understand the regulatory, compliance, and operational dynamics in customer operations across industries like financial services, government, healthcare, and insurance
Position eGain ahead of market shifts in customer engagement technology and AI deployment
Qualification
Required
10+ years of experience in customer success, account management, or consulting roles serving enterprise customers, ideally with focus on customer operations, contact centers, or customer experience
Proven track record of building and managing C-suite relationships at large, complex organizations
Deep understanding of AI/ML, customer engagement technology, and the unique challenges of deploying AI in customer-facing operations within regulated industries
Experience in at least one of our core verticals: financial services, government, healthcare, or insurance
Demonstrated ability to think strategically about AI ROI while executing tactically
Exceptional communication and presentation skills with ability to discuss both technology and business outcomes
Must be located in or willing to relocate to the San Francisco Bay Area
This role is based in our Sunnyvale, CA headquarters and requires five days per week in-office presence
Position requires approximately 50% travel to customer sites across North America
Company
eGain Corporation
eGain Corporation is a provider of cloud customer engagement hub software for banking, financial, government, and healthcare providers.
501-1000 employees
H1B Sponsorship
eGain Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (7)
2023 (7)
2022 (12)
2021 (14)
2020 (12)
Funding
Current Stage
Public CompanyTotal Funding
$103.17M2000-08-09Post Ipo Equity· $88.5M
1999-09-23IPO
1999-07-01Series Unknown· $5.22M
Leadership Team
John Copeland
Vice President of Marketing
E
Eric Smit
C.F.O.
Recent News
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