Head of Customer Engagement

Voice AI that resolves, not transfers. Most phone systems trap callers in menus and scripts. Vapi is the platform for deploying voice agents that know your business and can listen, adapt, and resolve in minutes. - The numbers: 1 billion calls. 1 million developers. 10x enterprise ARR growth - The customers: Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and thousands more, from YC startups to the Fortune 500 - The news: a $50M Series B led by Peak XV Partners, with Bessemer Venture Partners, Kleiner Perkins, M12 (Microsoft's Venture Fund), Y Combinator, and our earlier backers. Total raised: $72M VAPI (/ˈVⱭːPI/): - We’re creating the shift to voice as humanity’s default interface - We’re the most configurable platform for deploying voice agents - We’ve grown to over 600k developers in two years, adding 2,000+ every day - Try talking to Vapi now WHY WE’RE HIRING THIS ROLE: - Vapi has rapidly scaled and unified pre-sales and post-sales into a single Customer Engagement Organization - We need a leader to own the full customer lifecycle, from initial engagement through long-term expansion - This role will turn customer engagement into a primary growth engine by driving usage, retention, and enterprise-wide adoption - You will lead a multi-disciplinary org across Agent Strategists, Agent Engineers, and Customer Support WHAT YOU’LL DO: - 30 Days - Audit enterprise accounts and evaluate health using existing scorecards - Build deep fluency in the Vapi platform (latency, multi-assistant squads, CLI) - Align with Sales leadership on GTM strategy and immediate expansion opportunities - Identify at-risk accounts and implement retention strategies - 60 Days - Execute a unified engagement strategy across inbound and outbound motions - Lead technical and strategic teams to translate customer goals into production deployments - Strengthen post-sale support with engineering-led problem solving - Ensure seamless lifecycle ownership from pre-sale through expansion - 90 Days - Operationalize a data-driven Net Revenue Retention (NRR) engine - Build frameworks that drive 10x customer value and enterprise-wide adoption - Translate field insights into product roadmap inputs - Establish Customer Engagement as a core driver of revenue growth WHO YOU ARE: - Leader of leaders with 10+ years across GTM, Solutions, or Customer Success in technical environments - Proven ability to manage and scale multi-disciplinary technical teams - Strong commercial instincts with a track record of growing accounts, not just supporting them - Deep technical fluency; able to engage credibly with both executives and engineers - Systems thinker who sees pre-sales and post-sales as a single continuum - Highly autonomous operator who builds playbooks from first principles WHY VAPI: - Generational impact: Build the human interface for every business - Ownership culture: We empower builders, not managers - Kind team: High ambition, low ego - Tier-1 investors: YC, Kleiner Perkins, Bessemer 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