VP of Customer Operations

New

AtomicFintech, B2B Software

RemoteFull-TimeVp

Salary$135K - $165K

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Job Details

10+ years in customer-facing operations, implementation, support, customer success, or professional services.
5+ years leading teams.
Experience building or rebuilding support and implementation functions, ideally at an API-first B2B software company.
Experience serving financial institutions or another highly regulated industry.
Experience with procurement, vendor management, security reviews, and due diligence.
Strong understanding of API-based and embedded products.
Demonstrated use of automation, AI, and workflow tooling to improve customer operations.
Strong analytical instincts for defining customer health signals and reporting.
Clear, direct communication skills for customers, executives, and frontline teams.

Build and lead Atomic's customer support and implementation functions, including service levels, escalation paths, playbooks, tooling, and workflows.
Own onboarding from signed contract through production launch, driving time-to-live and launch quality.
Serve as the senior owner for customer escalations, and partner with Engineering on defect triage, incident response, and post-incident reviews.
Establish daily customer health monitoring to spot problems proactively.
Build and lead operations specialists embedded in customer pods to protect retention and surface expansion opportunities.
Use AI and workflow automation to remove manual work, reduce cost-to-serve, and improve the customer experience.
Define and own customer operations metrics and scorecards, translating trends into recommendations for senior leadership and the board.
Partner with Compliance and Finance on audits, due diligence, renewals, and billing.

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