Head of Customer Success – GPU Infrastructure

Lyceum; Berlin; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Zusammenfassung

Lyceum seeks a Head of Customer Success to build and lead a dedicated CS function for our GPU infrastructure customers. You will own onboarding, day-to-day operations, renewals and growth on multi-year contracts.

You’ll hire and guide a team of Account Executives and Infrastructure Support Engineers, set KPIs and SLAs, and coordinate with Sales, Product, Engineering and data center partners. You’ll be the trusted lead for our largest accounts.

Qualifikationen

• Several years in customer success, account management or technical support for B2B cloud/infrastructure.
• Proven ability to design and implement processes and teams.
• Experience leading account managers, CSMs or support engineers.
• Solid technical understanding of cloud, data centre or GPU infra.
• Calm, professional presence with enterprise customers.
• Very high sense of urgency; no delays for customers.
• Strong written and verbal English, German a plus.

Aufgaben

• Build our customer success function for GPU infrastructure from scratch: processes, playbooks, tooling and escalation paths
• Design the full customer journey from contract to onboarding, account management, renewals and expansion
• Hire, lead and develop a team of Account Executives and Infrastructure Support Engineers
• Define support KPIs, SLAs and quality standards and ensure targets are met
• Collaborate with sales, product, engineering and data centre partners on escalations and key accounts
• Personally own relationships with our largest customers and handle critical escalations
• Ensure customers are satisfied and continue to grow with us

Kenntnisse

Customer success

Process building

Team leadership

Technical understanding

Enterprise communication

Urgency

English/German

Jobbeschreibung

The Role
As Head of Customer Success, you build and lead the function that takes care of our infrastructure customers once the contract is signed. Many of them run their most important AI workloads on Lyceum on multi-year contracts. You make sure they have an outstanding experience, from onboarding through day-to-day operations to renewal and growth.

You set up the processes, hire and lead the team of Account Executives and Infrastructure Support Engineers, and are the trusted point of contact for our largest accounts. You don't need to fix technical issues yourself, but you understand what's going on and make sure they get solved fast.

What You'll Do

• Build our customer success function for GPU infrastructure from scratch: processes, playbooks, tooling and escalation paths

• Design the full customer journey, from signed contract and onboarding to account management, issue handling, renewals and expansion

• Hire, lead and develop a team of Account Executives and Infrastructure Support Engineers

• Define support KPIs, SLAs and quality standards, such as response time, time to resolution and customer satisfaction, and make sure we hit them

• Work closely with sales, product, engineering and our data centre partners on escalations and key accounts

• Personally own the relationship with our largest customers and step in on critical escalations

• Make sure our customers are satisfied and keep growing with us

What We're Looking For

• Several years of experience in customer success, account management or technical support for B2B cloud or infrastructure customers

• Proven experience building processes and teams, not only running an existing setup

• Experience leading a team of account managers, CSMs or support engineers

• Solid technical understanding of cloud, data centre or GPU infrastructure

• A calm, professional and trustworthy presence with enterprise customers

• A very high sense of urgency: you don't keep customers waiting

• Strong written and verbal communication in English, German is a plus

Bonus Points

• Experience at a neocloud, GPU cloud, hyperscaler, data centre or hosting provider

• Experience with SLAs, on-call setups and support tooling

• Experience managing large, multi-year enterprise contracts, including renewals and expansion

• An existing network in the AI or compute industry

Why us?

• Outstanding team: Work with some of the best engineers in the world, coming from hedge funds, big tech, AI startups and top universities

• Once in a lifetime opportunity: Early-stage company in the fastest-growing market in the world

• Ownership: Shape how European AI companies access GPU compute

• European mission: Build sovereign, GDPR-compliant AI infrastructure for the next generation of deep-tech