Vice President, Customer Success Remote (anywhere in United States)

The Company is in search of a Vice President, Customer Success to take the lead in managing the post-sale experience for its high-touch clients, with a focus on life sciences and AI labs campaigns. The successful candidate will be responsible for leading Program Operations, which includes a team of Technical Program Managers, and will be held accountable for customer outcomes, retention, and growth. This role is pivotal in building and maintaining a positive, trusting team culture, as well as designing customer-centric processes to ensure that every client, regardless of their specific needs, experiences the company as a dependable and caring partner. Key responsibilities for the Vice President, Customer Success include building a high-performing team, setting clear expectations, and establishing remote-first ways of working. The role also involves defining the end-to-end customer journey, creating repeatable playbooks, and tailoring engagement models to meet the needs of different client segments. The ideal candidate will have a background in customer success, program or project management, or customer-facing delivery leadership, with a strong emphasis on experience in AI safety, LLM evaluation, red teaming, or human data operations. A deep understanding of the regulatory and quality expectations in life sciences or healthcare is also desirable. The role requires a leader who can operate with rigor, own the relevant metrics, and build scalable systems to improve project visibility, quality, and throughput across customer programs.

Hiring Company

mpathic