Vice President, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the post-sale experience for high-touch clients in Life Sciences and AI Labs.

• Manage Program Operations and Technical Program Managers from the point of contract handoff to delivery.

• Recruit, mentor, and develop the Program Operations team as well as future leaders.

• Foster a culture characterized by trust, psychological safety, accountability, recognition, and sustainable performance.

• Implement remote-first working practices, documentation standards, communication rhythms, and team rituals.

• Define the comprehensive customer journey from contract handoff to onboarding, delivery, review, renewal, and expansion.

• Develop playbooks for project kickoffs, status updates, executive business reviews, escalations, and campaign closures.

• Customize engagement models specifically for Life Sciences and AI Labs clients.

• Establish customer health metrics and feedback mechanisms, including CSAT, retrospectives, and executive check-ins.

• Act as an executive sponsor and primary escalation point for key accounts.

• Collaborate with Sales on renewals, expansions, and forecasting activities.

• Relay customer insights to Product, Engineering, and Clinical Solutions teams.

• Enhance sales-to-delivery transitions and ensure cross-functional alignment.

• Assist in staffing and capacity planning efforts.

• Be accountable for retention, net revenue retention, on-time delivery, quality, and customer satisfaction metrics.

• Develop scalable systems and tools to enhance project visibility, quality, and throughput.

• In the first 60–90 days, evaluate workflows, meet with customers and Program Operations, build cross-functional relationships, and devise an improvement plan.

• In the first year, create a structured Program Operations team, establish repeatable customer processes, measurable customer enhancements, and a feedback loop that impacts the roadmap.

⛳️ Requirements

• Over 10 years of experience in customer success, program or project management, or customer-facing delivery leadership within a SaaS, services, or hybrid software-and-services organization.

• At least 3 years of experience managing other managers or cross-functional teams.

• Proven track record of building positive, supportive, and high-trust team cultures.

• Experience in designing customer-centric processes and playbooks for high-touch, complex accounts.

• Background in leading technical program or project management teams that deliver complex, expert-driven initiatives.

• Comfort with high-stakes and sensitive subject matters.

• Ability to communicate clearly and convincingly with executives, customers, and distributed teams.

• Experience in AI safety, LLM evaluation, red teaming, or human data operations, or extensive experience with AI/ML clients.

• Ideally, experience managing projects or programs within the Life Sciences or Healthcare sectors.

• Capability to thrive in an early-stage, remote-first environment.

• Must be located in the US; preference for West Coast candidates.

🏝️ Benefits

• Competitive salary and bonus structure.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional growth and development.

• Collaborative and innovative work environment.