SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Atomic is seeking a VP of Customer Operations to own the complete post-sale customer lifecycle, including implementation, support, customer health monitoring, and operational performance. You will consolidate currently fragmented customer operations work under one accountable function and provide the operating layer for customer pods led by Account Executives, supported by technical, product, and data resources.
Key responsibilities include:
- Build and lead customer support and implementation functions, establishing service levels, escalation paths, playbooks, tooling, and workflows from scratch or rebuild existing functions.
- Own the onboarding process from signed contract through production launch, driving time-to-live metrics and launch quality.
- Serve as senior owner for customer escalations, partnering with Engineering on defect triage, incident response, and post-incident reviews.
- Establish daily customer health monitoring across volume, conversion, errors, and account-level performance to identify issues proactively.
- Build and lead operations specialists embedded within customer pods to work alongside Account Executives, protecting retention and surfacing expansion opportunities.
- Leverage AI and workflow automation to eliminate manual work, reduce cost-to-serve, and enhance customer experience.
- Define and own customer operations metrics and scorecards in partnership with Data and Analytics; translate trends into actionable recommendations for senior leadership and the board.
- Convert support trends and implementation friction into product and engineering input; partner with Compliance and Finance on audits, due diligence, renewals, and billing.
The company is remote-first and offers medical, dental, vision, 401(k), equity through stock options, unlimited PTO, 10 company-paid holidays, office closure between Christmas and New Year, continuing education, and paid parental leave.
REQUIREMENTS:
- 10+ years in customer-facing operations, implementation, support, customer success, or professional services, with 5+ years leading teams.
- Experience building or rebuilding support and implementation functions, ideally at an API-first B2B software company.
- Experience serving financial institutions or another highly regulated industry, including procurement, vendor management, security reviews, and due diligence.
- Strong understanding of API-based and embedded products; ability to follow integration plans and work credibly with engineers.
- Demonstrated use of automation, AI, and workflow tooling to improve customer operations.
- Strong analytical instincts and ability to define customer health signals and reporting needed to run the business.
- Clear, direct communication with customers, executives, and frontline teams; strong bias toward ownership and continuous improvement.
NICE TO HAVES:
- Fintech, embedded finance, or payments experience.
- Experience with planning and support tools like Pylon and Linear.
- Experience leading recovery of high-risk or underperforming customer relationships.
