VP of Customer Success and Fulfillment

OSPN; Austin (TX); Remote; USD 120,000 - 180,000; Full time

Job summary

An innovative company is seeking a strategic VP of Customer Success & Fulfillment to lead customer engagement and project execution. This role involves optimizing customer journeys, ensuring high satisfaction, and leading a dedicated team. With a focus on AI solutions, you will shape processes that drive success and retention while fostering a collaborative work environment. If you are passionate about customer success and thrive in a fast-paced setting, this position offers a unique opportunity to make a significant impact in a rapidly evolving industry.

Qualifications

• 10+ years of experience in customer success or delivery in tech.
• Proven track record in driving customer satisfaction and retention.

Responsibilities

• Own and optimize the customer journey from onboarding to retention.
• Lead a high-performance customer success and delivery team.

Skills

Customer Success Management

Project Management

Leadership

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Master's Degree

Tools

Customer Relationship Management (CRM) software

Project Management Tools

Job description

OpenTeams is a fun-loving gaggle of over-achievers pioneering the AI revolution by providing AI and machine learning as open source products to the world’s top enterprises. We empower enterprises with fully customizable AI solutions while ensuring ownership of proprietary data, codebases and insights. At OpenTeams, we deliver all the traditional services of a SaaS company—installation, customization, support, and ongoing improvements—while staying true to the open source ethos.

We value freedom, trust, teamwork, accountability, quality, and limitless human potential. We dedicate 3% of our profits to the open source community. If you value David vs Goliath situations, we’re the place for you.

As we scale rapidly, we need a VP of Customer Success & Fulfillment to ensure our customers achieve their goals, our projects are executed flawlessly, and our teams deliver with excellence.

We are looking for a strategic and execution-driven leader to oversee customer success, delivery fulfillment, and quality assurance. This role is responsible for ensuring high customer satisfaction, seamless project execution, and optimal team allocation across our AI engagements.

You will lead a team that ensures every OpenTeams customer successfully implements and derives value from our AI solutions. You will also be responsible for measuring success, optimizing our delivery model, and making sure we have the right people on the job.

Responsibilities

Customer Success & Retention

• 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.

Operational Leadership & Team Development

• 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.

What We’re Looking For

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.

Grow With Us

AI is transforming industries at an unprecedented pace, and we’re leading the charge with open source innovation. At OpenTeams, you won’t just be another cog in the machine—you’ll be part of a passionate, remote-first team pioneering the future of AI.

We believe in building AI differently: with transparency, collaboration, and a commitment to empowering businesses with complete control over their data, code, and insights. Our team thrives on solving real-world challenges, crafting ethical AI, and contributing to the open source projects driving the AI revolution.

Join us in shaping the future of AI.

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