Agent Strategist - NYC

Vapi (/ˈVɑːpi/): - Voice AI that resolves, not transfers - Powering 1 billion calls for companies like Amazon Ring, Intuit, ServiceTitan, and New York Life - Trusted by 1 million developers building the future of voice agents - Backed by Peak XV, Bessemer, Kleiner Perkins, M12, Y Combinator, and more with $72M raised - Try talking to Vapi now! https://vapi.ai/ WHY WE’RE HIRING THIS ROLE: - As Vapi scales its enterprise footprint, we need strong post-sales ownership to drive retention, expansion, and long-term customer value. - Enterprise deployments are complex and cross-functional, requiring a single-threaded leader to orchestrate execution and outcomes. - This role will help define and scale our post-sales engagement model while directly impacting Net Revenue Retention. WHAT YOU’LL DO: - 30 Day: - Take ownership of a portfolio of enterprise accounts and build trusted relationships with key stakeholders. - Deeply understand each customer’s deployment architecture, use cases, and success criteria. - Audit current health metrics, renewal timelines, usage patterns, and engagement cadence. - Align with FDE, CSE, Sales, and Product on open workstreams and deployment priorities. - 60 Day: - Establish a structured cadence of weekly, biweekly, or monthly syncs based on account tiering. - Implement proactive health monitoring using usage data, stakeholder engagement, and sentiment signals. - Begin identifying renewal risks and expansion signals across your portfolio. - Deliver structured QBRs for Tier 1 and Tier 2 accounts with executive-ready reporting. - 90 Day: - Drive renewal conversations beginning 120 days out and partner with AEs on commercial strategy. - Surface qualified expansion opportunities supported by usage data and deployment success metrics. - Enforce service tier boundaries and protect the integrity of the engagement model. - Contribute to refining post-sales playbooks, documentation standards, and tooling as the function scales. WHO YOU ARE: - 5+ years in customer success, technical account management, or solutions consulting at a B2B SaaS or API-first company. - Experience managing a portfolio of enterprise accounts ($100K+ ACV) with complex deployments and integrations. - Strong stakeholder management skills with the ability to engage VP and C-level executives. - Technically fluent enough to discuss APIs, integrations, deployment workflows, and architecture without needing to write code. - Experienced in renewal and expansion motions and comfortable building commercial narratives. - Highly organized with strong CRM hygiene, documentation habits, and follow-through. - Comfortable operating in ambiguity and helping build process in a high-growth environment. - Bonus: Experience in voice, conversational AI, telephony, contact center technology, or AI/ML products. WHY VAPI: - Generational impact: Build the human interface for every business - Ownership culture: 70% of the company are previous founders - Kind team: The founders, Jordan and Nikhil, are Canadians - Tier-1 Investors: YC, KP seed, Bessemer Series A WHAT WE OFFER: - Real stake: We offer a competitive salary and excellent equity ownership - Comprehensive health coverage: medical, dental, and vision plans - Team love: We love hanging out, and we do quarterly off-sites - Flexible time off: take what you need - More: catered meals, transportation, gym, and a $10k annual L&D budget