Head of Customer Engagement
About the role
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
Compensation
This Other role pays $10k/yr. Within typical range for other roles in United States.
Questions about this role
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