VP of Customer Support – Implementations

This is a fully remote position, open to applicants in Colorado, +5 more states.

📋 Description

• Organizational Leadership

• Oversee and nurture a diverse team comprising Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their respective managers. You will manage managers and hold them accountable for results rather than mere activities.

• Set clear ownership, escalation procedures, and performance expectations across both support and implementation functions.

• Foster a culture centered on technical excellence, mission orientation, accountability, and continuous improvement throughout the organization.

• Take charge of headcount planning, recruitment, onboarding, and talent development for the combined function in collaboration with the CTO and People team.

• Customer Support Strategy & Operations

• Develop and take ownership of the customer support strategy, operational model, service level agreements (SLAs), and service tiers for a clientele operating in government, intelligence community, and Department of Defense (DoD) sectors.

• Construct and maintain a support infrastructure—including tools, workflows, escalation frameworks, and on-call rotations—that functions effectively across various classification levels and ATO-bound environments.

• Define, monitor, and report on key performance indicators (KPIs) such as SLA performance, mean time to resolution (MTTR), resolution rates, backlog health, and customer satisfaction (CSAT). Use data to inform decisions rather than merely describe them.

• Manage incident response coordination, ensuring the team is perpetually prepared to address mission-critical issues with urgency and technical expertise.

• Collaborate closely with Mission Success, Engineering, and Product teams to resolve customer-reported issues, focusing on root cause analysis rather than just ticket resolution.

• Technical Implementations

• Oversee the complete technical implementation function, encompassing strategy, resource allocation, execution, and quality assurance for all new customer onboarding and platform deployments.

• Ensure that implementation projects are delivered punctually, within scope, and adhere to the technical and compliance standards required by government clients (FedRAMP High, DoD IL4/IL5/IL6).

• Create repeatable and scalable implementation methodologies and playbooks that decrease time-to-deployment while maintaining quality.

• Coordinate resource distribution across simultaneous implementation projects, balancing capacity between support and delivery commitments.

• Executive Partnership

• Act as the senior representative of the customer at the leadership level. Consolidate field intelligence, support trends, and implementation challenges into strategic recommendations for the CTO, Product, and GTM teams.

• Collaborate with Sales and Mission Success to establish post-sale handoff expectations, success metrics, and customer health indicators.

• Represent the customer support and implementation functions in executive planning, roadmap prioritization, and resource allocation discussions.

⛳️ Requirements

• 12+ years of experience in technical customer support, customer success, or professional services, with at least 7 years in leadership roles—including experience managing managers and senior individual contributors.

• Demonstrated success in building and scaling post-sale organizations (support + implementations or similar) within a high-growth SaaS or PaaS environment.

• Technically competent: capable of engaging in meaningful discussions with engineers about Kubernetes cluster behavior, deployment pipelines, and platform architecture—and able to triage complex issues alongside your team when necessary.

• Knowledgeable about government cloud environments: AWS GovCloud, Azure Government, or GCP—and an understanding of the operational challenges unique to government clients (change control, ATO procedures, classification levels).

• Proven ability to define and operate under stringent SLAs in settings where uptime and reliability are critical, not merely commercial expectations.

• Strong executive presence and communication skills: able to effectively brief the CTO, a DoD program office, or a board on the status of the customer organization with equal proficiency.

• Data-driven approach: you establish targets, create dashboards, and make resource and process decisions based on empirical evidence.

• Demonstrated capability to build cohesive, high-performing teams during periods of growth and uncertainty—including inheriting existing teams and enhancing their performance.

🏝️ Benefits

• Competitive Salary

• 100% Healthcare, vision, and dental coverage

• 401(k) with a 3% company contribution

• Additional benefit perks (One Medical membership, mental health resources, and family planning assistance)

• Equity incentive plan

• Tech and office supplies stipend

• Annual professional development stipend

• Flexible paid time off plus federal holidays

• Parental leave

• Work remotely, near one of our hub locations

• Referral Bonus