Head of Customer Operations & Success (Remote)

Atomic Fi; United States; Remote; USD 180,000 - 320,000; Full time

Benefits offered by this job

Medical benefits

Stock options

Remote-first

Unlimited PTO

Company holidays

Continuing education

Parental leave

Job summary

Atomic Fi is seeking a VP of Customer Operations to own the post-sale customer lifecycle, including implementation, support, customer health, and operational performance. You will unify multiple teams under one accountable function and lead customer pods with technical, product, and data resources.

The role emphasizes automation, ownership, and rapid problem solving to ensure successful integrations and ongoing success.

Qualifications

• 10+ years in customer-facing operations, implementation, support, or related roles.
• 5+ years leading teams in relevant functions.
• Experience building or rebuilding support and implementation functions in API-first B2B software.
• Experience serving financial institutions or other regulated industries.
• Strong understanding of API-based and embedded products.
• Demonstrated use of automation, AI, and workflow tooling to improve operations.
• Strong analytical instincts and ability to define customer health signals.
• Clear, direct communication with customers, executives, and frontline teams.

Responsibilities

• Build and lead Atomic’s customer support and implementation functions, including service levels, escalation paths, playbooks, tooling, and workflows.
• Own onboarding from signed contract through production launch, driving time-to-live and launch quality.
• Serve as the senior owner for customer escalations, and partner with Engineering on defect triage, incident response, and post-incident reviews.
• Establish daily customer health monitoring (volume, conversion, errors, and account-level performance) to spot problems early.
• Build and lead operations specialists embedded in customer pods, collaborating with Account Executives to protect retention and surface expansion opportunities.
• Use AI and workflow automation to remove manual work, reduce cost-to-serve, and improve the customer experience.
• Define and own customer operations metrics and scorecards with Data and Analytics, translating trends into leadership recommendations.
• Turn support trends and implementation friction into actionable input for Product and Engineering, and coordinate with Compliance and Finance on audits, renewals, and billing.

Skills

Operations leadership

Customer success

APIs & integrations

Automation & AI

Analytical thinking

Executive communication

Cross-functional collaboration

Vendor & procurement experience

Tools

Pylon

Linear

Job description

Atomic Fi is seeking a VP of Customer Operations to own the post-sale customer lifecycle, including implementation, support, customer health, and operational performance. You will unify multiple teams under one accountable function and lead customer pods with technical, product, and data resources.

The role emphasizes automation, ownership, and rapid problem solving to ensure successful integrations and ongoing success.