Head of Customer Operations

TensorWave•Las Vegas, NV

11d

About The Position

At TensorWave, we’re leading the charge in AI compute, building a versatile cloud platform that’s driving the next generation of AI innovation. We’re focused on creating a foundation that empowers cutting-edge advancements in intelligent computing, pushing the boundaries of what’s possible in the AI landscape. About the Role: We're seeking a Head of Customer Operations to build and lead TensorWave's customer organization as we scale our AMD-powered AI infrastructure platform. You'll be responsible for driving customer satisfaction and retention across our customers which include AI startups, ML teams, and Fortune 500 companies. As a senior leader, you'll build world-class teams, develop deep C-suite relationships, and establish customer success as processes during our hypergrowth phase. This is a senior leadership role with significant impact on company strategy and trajectory. Lead TensorWave's customer success function from strategy through execution, building the teams, processes, and frameworks that ensure our customers achieve exceptional outcomes with TensorWave infrastructure. You'll serve as key operational sponsor for strategic accounts running large-scale AI training and inference workloads, mentor and develop customer success leaders, and establish critical business processes which drive measurable business impact through customer advocacy.

Requirements

7+ years of experience in customer success, enterprise account management, or solutions engineering roles in cloud infrastructure, GPU computing, or AI/ML platforms
5+ years of people management experience, including managing managers and building high-performing teams from scratch
Proven track record leading customer success at scale in high-growth infrastructure or platform companies
Strong technical fluency with cloud computing, GPU architecture, and AI/ML workloads—able to engage credibly with customer ML engineers and infrastructure teams
Exceptional executive presence with ability to engage and influence C-level and VP-level engineering/technical stakeholders
Strategic thinker with strong business acumen, analytical capabilities, and data-driven decision-making approach
Outstanding communication and presentation skills with ability to inspire teams, influence cross-functionally, and represent TensorWave at industry events
Experience building scalable CS operations, implementing health scoring systems, and establishing data-driven customer engagement models
Track record of recruiting, developing, and retaining high-performing teams in competitive talent markets

Nice To Haves

Hands-on experience with GPU computing (AMD Instinct, NVIDIA A100/H100) and understanding of AI/ML training and inference workloads
Familiarity with AMD ROCm ecosystem, PyTorch, TensorFlow, HuggingFace, and LLM training/fine-tuning workflows
Experience in neocloud, alternative cloud providers, or companies disrupting incumbent markets (CoreWeave, Lambda Labs, Crusoe, etc.)
Background in technical pre-sales, solutions architecture, or DevOps/ML engineering providing deep technical credibility
Experience with customer success platforms and advanced analytics/BI tools
Experience managing customer relationships during platform migrations or competitive displacement scenarios (especially NVIDIA to AMD transitions)
Strong network in AI/ML, cloud infrastructure, or HPC communities
MBA or advanced technical degree (MS in CS, ML, or related field)
Prior experience at high-growth startups that scaled from Series A to IPO or acquisition

Responsibilities

Define and execute customer operations strategy aligned with TensorWave's hypergrowth trajectory
Build, mentor, and scale a high-performing organization of technical customer success managers and operations professionals
Design and optimize the customer journey from POC/evaluation through production deployment, scaling, renewal, and expansion.
Lead quarterly business reviews and strategic planning sessions with customer CTO/VP Engineering stakeholders
Act as voice of the customer within TensorWave, advocating for needs related to AMD GPU performance, ROCm software stack, platform features, and infrastructure scaling
Proactively identify at-risk enterprise accounts based on utilization patterns, support tickets, or competitive pressures and orchestrate recovery strategies
Develop and lead customer advisory boards, executive forums, and industry working groups to strengthen TensorWave's position in the AI infrastructure ecosystem
Recruit, develop, and retain top-tier customer success talent with strong technical backgrounds in AI/ML infrastructure, GPU computing, and cloud platforms
Design scalable processes, runbooks, and best practices for managing enterprise customers with diverse workloads (LLM training, inference, fine-tuning, HPC)
Implement robust performance management frameworks with clear metrics around customer health, GPU utilization, expansion pipeline, and NRR
Foster a culture of technical excellence, customer-centricity, data-driven decision making, and operational rigor
Deploy and optimize customer success platforms integrated with usage analytics, GPU telemetry, and business intelligence systems
Partner with Sales on seamless handoffs, technical account planning, competitive displacement strategies (NVIDIA to AMD), and enterprise sales cycles
Collaborate with Product and Engineering to translate customer feedback on AMD GPU performance, ROCm compatibility, platform features, and infrastructure needs into roadmap priorities
Build strong partnerships with Sales, Product, Marketing, Engineering, Operations, and within the broader AMD ecosystem.
Contribute to board and executive level reporting on customer metrics.