VP of Customer Solutions

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Requirements:

• 5+ years building customer success functions in SaaS/AI environments, with hands-on experience in technical post-sales support.
• Experience as a founder/co-founder or in a high-growth startup environment, with a passion for solving complex scalability challenges.
• Deep proficiency in engineering solutions for customer problems, with a track record of collaborating with technical teams to drive product improvements.
• A data-driven mindset with a focus on customer engagement, measurable success metrics, and continuous process optimization.
• Availability within 6am to 6pm PT to ensure seamless communication with our global team and customer base.

Responsibilities:

• Develop and execute an onboarding framework that accelerates time-to-value and drives long-term customer success.
• Collaborate closely with Engineering, Growth, and Product teams to incorporate customer feedback into product enhancements and resolve technical challenges swiftly.
• Design and implement best-in-class customer success processes—establishing KPIs such as customer health scores, renewal rates, and expansion metrics.
• Build, mentor, and lead a high-performing customer success team, fostering a culture of continuous improvement and technical excellence.
• Establish strong relationships with key customers, understand their workflows and best practices, and act as a trusted advisor to ensure their ongoing success.
• Develop robust escalation pathways and incident management protocols that balance technical troubleshooting with proactive customer communication.