VP of Customer Operations

About the Role:

• Own the post-sale customer lifecycle from implementation through ongoing support and health monitoring.
• Bring multiple teams under one accountable function and provide the operating layer for customer pods.
• Automate where possible, create clear ownership, and solve customer problems quickly.

Key Responsibilities:

• Build and lead customer support and implementation functions with defined service levels and escalation paths.
• Drive onboarding from signed contract to production launch, optimizing time-to-live and quality.
• Establish daily customer health monitoring using AI and automation to reduce cost-to-serve.

Qualifications:

• 10+ years in customer-facing operations, implementation, or support, with 5+ years leading teams.
• Experience at an API-first B2B software company and in a regulated industry like financial services.
• Strong analytical instincts and ability to define customer health signals and reporting.

Benefits:

• Medical, dental, vision, and 401(k) with equity options.
• Unlimited PTO, 10 paid holidays, and office closure between Christmas and New Year.
• Paid parental leave and continuing education opportunities.