VP Customer

AirOps•San Francisco, CA

16d

About The Position

AirOps helps brands get found and stay found in the AI era. As the first end-to-end content engineering platform, we give marketing teams the systems to win visibility across traditional and AI search with one durable advantage: quality. Thousands of marketers use AirOps to see how their brand shows up across the new discovery landscape, prioritize the highest-impact opportunities, and create accurate, on-brand content that earns citations from AI platforms and trust from humans. We are building the platform and profession that will equip a million marketers to lead the next chapter of marketing, where creativity and intelligent systems work together and quality becomes the strategy that lasts. AirOps is backed by Greylock, Unusual Ventures, Wing VC, Founder Collective, XFund, Village Global, Alt Capital, and more than a dozen top marketing leaders, with hubs in San Francisco, New York, and Montevideo. We are hiring a VP of Customer to build and scale a world-class Customer Organization that owns the entire post-sales customer lifecycle. This includes onboarding, activation, adoption, value realization, renewal, and expansion. You are the perfect fit for this role if you're excited to get your hands dirty building processes and systems, while building a global, high-leverage organization across CSM, Support, Solutions, and Enablement. You are exceptionally organized and both metrics- and customer-obsessed.

Requirements

8 or more years in customer-facing leadership roles in Customer Success, Professional Services, Support, or Customer Experience, with at least 3 years leading managers.
Proven ability to build or scale a high-growth Customer Organization at a SaaS, AI, iPaaS, or workflow automation company.
Demonstrated success owning the full post-sales lifecycle, not just renewals or customer success in isolation.
Track record of delivering best-in-class retention, expansion, and customer satisfaction metrics in B2B environments.
Strong understanding of onboarding, implementation, and adoption programs for complex enterprise software.
Ability to translate customer data, product usage patterns, and operational metrics into actionable customer programs and commercial outcomes.
Fluency with modern AI tooling and concepts such as prompt engineering, RAG, and workflow automation, and understanding of their impact on customer experience.
Comfortable operating in seed to Series B environments. You thrive in ambiguity and build structure only where it increases speed.

Nice To Haves

Prior startup experience is a strong plus.

Responsibilities

Own the end-to-end customer lifecycle by designing and operationalizing a seamless journey from contract signature to onboarding to value delivery to renewal to expansion.
Build and lead the Customer Organization by hiring, coaching, and retaining a high-caliber, diverse team across CSM, Support, Solutions, and Customer Education. Establish career paths, performance frameworks, and leadership rituals.
Customer onboarding and activation by standardizing implementation playbooks, onboarding packages, and customer education programs that accelerate time to value and reduce the effort required for customers to succeed.
Drive adoption and value realization by implementing systems and programs that ensure customers achieve measurable outcomes, increase usage, and adopt additional workflows, products, and features.
Own customer health and revenue metrics by defining and outperforming targets across Time to First Value, NRR, gross retention, NPS and CSAT, product adoption, and expansion ARR.
Voice of the customer to Product and Engineering by creating structured feedback loops using qualitative insights and telemetry. Influence roadmap priorities and guide beta programs to maximize customer value.
Executive partnership with Sales by collaborating on seamless handoffs, land-and-expand motions, and forecastable renewal and expansion pipelines.
Operational excellence and automation by using AirOps, AI agents, and workflow automation to eliminate manual steps, lower cost to serve, and deliver more predictable customer outcomes.
Scale globally and efficiently by standing up the right mix of onshore, nearshore, and offshore talent. Evaluate and manage services partners to handle onboarding capacity spikes.
Thought leadership and customer enablement by building best-in-class customer education, publishing customer success frameworks, leading executive business reviews, and hosting strategic workshops with enterprise accounts. Expect up to 20 percent travel.