VP of Customer Success and Fulfillment

As we scale rapidly, we need a VP of Customer Success & Fulfillment to ensure our customers achieve their goals, our projects are executed flawlessly, and our teams deliver with excellence.

We are looking for a strategic and execution-driven leader to oversee customer success, delivery fulfillment, and quality assurance. This role is responsible for ensuring high customer satisfaction, seamless project execution, and optimal team allocation across our AI engagements.

You will lead a team that ensures every OpenTeams customer successfully implements and derives value from our AI solutions. You will also be responsible for measuring success, optimizing our delivery model, and making sure we have the right people on the job.

Responsibilities

Customer Success & Retention

• Own and optimize the customer journey from onboarding to adoption, expansion, and retention.
• Define and measure customer satisfaction (CSAT, NPS, retention, and renewals).
• Work closely with sales and technical product teams to align customer needs with OpenTeams solutions.
• Build and maintain strong relationships with internal and external partners to understand needs and execute customer success strategies.
• Develop scalable processes to proactively identify and resolve customer challenges.

Project Fulfillment & Delivery

• Oversee execution of all customer projects, ensuring they are delivered on time, within scope and budget, and with high quality.
• Work with engineering and product teams to ensure we staff the right experts for each engagement.
• Establish and optimize internal fulfillment processes for efficiency and predictability.
• Implement best practices in project tracking, risk management, and quality assurance.

Operational Leadership & Team Development

• Build and lead a high-performance customer success and delivery team.
• Establish and refine strategic processes for scaling delivery operations in a rapidly growing company.
• Collaborate with product and engineering teams to improve the customer experience and AI product implementation.
• Own and improve key metrics for customer satisfaction, delivery efficiency, and revenue retention.
• Provide ongoing training and professional development opportunities for team members.

What We’re Looking For

✅ 10+ years of experience in customer success, delivery, or fulfillment in a technology or AI-driven company.
✅ Experience leading customer success or service delivery teams at a high-growth B2B or enterprise software company.
✅ Proven track record of driving customer satisfaction and retention while scaling operations.
✅ Deep understanding of AI, open-source software, or enterprise technology solutions.
✅ Strong analytical mindset—able to track KPIs and use data to improve processes.
✅ Exceptional leadership and communication skills, with experience leading cross-functional teams.
✅ Comfortable working in a fast-paced, high-growth environment where agility is key.