VP of Customer Solutions (AI Startup)

Location: Remote (United States-based, with quarterly travel to Mountain View, CA)
Industry: Startup, Saas, Healthtec, Healthcare, AI, ML

Develop and lead a comprehensive customer onboarding and engagement framework that accelerates time-to-value.
Collaborate cross-functionally with Engineering, Growth, and Product teams to integrate customer feedback and resolve technical challenges.
Build, manage, and mentor a high-performing customer success team.
Establish scalable customer success processes and track key metrics such as health scores, retention, and expansion rates.
Serve as a strategic advisor to key customer accounts, developing strong relationships and a deep understanding of their workflows.
Create robust escalation and incident management protocols that balance technical troubleshooting with proactive customer communication.

An entrepreneurial mindset with a proactive approach to building and scaling customer success operations from the ground up.
Exceptional stress management skills and the ability to perform under pressure in a fast-paced environment.
A strong, resilient personality with the confidence to make tough decisions and lead a team through challenges.
High intelligence and quick decision-making capabilities, demonstrating sound judgment in complex situations.
A history of overcoming significant challenges and making difficult decisions with successful outcomes.
A sense of urgency and impatience that drives rapid yet thoughtful action and results.
Fundamental excellence in customer success principles and practices, ensuring high-quality service delivery.
The ability to instill a sense of urgency and importance in interactions, both internally and with customers.
A preference for working with individuals who are highly capable and can operate with autonomy, bringing expertise and innovation to the function.
A genuine care for customers and team members, demonstrating empathy and dedication in all interactions.

Bachelor’s degree or higher in Engineering, Computer Science, or a related technical field.
Minimum of 5 years of experience building and leading customer success functions in SaaS or AI-based companies.
Strong technical background with experience in healthcare technology or AI platforms.
Proven track record of scaling customer success teams and operations globally.
Excellent communication and interpersonal skills, with the ability to engage effectively with both technical and non-technical stakeholders.
Availability to work within the 6am to 6pm PT window to accommodate global operations.
Willingness to travel quarterly to the Mountain View, CA office.

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