Agent Strategist - NYC

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 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