VP of Customer Success and Fulfillment

Summary

Join OpenTeams, a leading AI company, as their VP of Customer Success & Fulfillment. In this role, you will oversee customer success, delivery fulfillment, and quality assurance, ensuring high customer satisfaction and seamless project execution. You will lead a team responsible for successful AI solution implementation and value derivation for every customer. This position requires a strategic and execution-driven leader to optimize delivery models, manage team allocation, and measure success. The ideal candidate will have extensive experience in customer success and delivery within a technology or AI-driven company, along with a proven track record of driving customer satisfaction and retention while scaling operations. OpenTeams offers a fast-paced, high-growth environment where agility is key.

Requirements

• 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

Responsibilities

• 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
• 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
• 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