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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.
In this role, you will build and lead Atomic's customer support and implementation functions from the ground up, establishing service levels, escalation paths, playbooks, tooling, and workflows. You'll own the entire onboarding journey from signed contract through production launch, driving both speed-to-live and launch quality. As the senior escalation owner, you'll partner closely with Engineering on defect triage, incident response, and post-incident reviews.
You'll establish proactive daily customer health monitoring across volume, conversion, errors, and account-level performance metrics, enabling Atomic to identify and resolve issues before customers experience them. You'll build and lead operations specialists embedded within customer pods, working alongside Account Executives to protect retention and surface expansion opportunities.
A key focus is leveraging AI and workflow automation to eliminate manual work, reduce cost-to-serve, and enhance customer experience. You'll define and own customer operations metrics and scorecards in partnership with Data and Analytics, translating trends into actionable recommendations for senior leadership and the board. You'll also translate support trends and implementation friction into product and engineering input, while partnering with Compliance and Finance on audits, due diligence, renewals, and billing.
Atomic's customers embed the company's products directly into their own applications, so your work ensures those integrations launch successfully, perform reliably, and receive excellent support post-launch.
REQUIREMENTS:
- 10+ years in customer-facing operations, implementation, support, customer success, or professional services, with 5+ years leading teams
- Proven 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 without being one yourself
- 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
