VP of Customer Success & Program Operations

Mpathic; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

mpathic is seeking a Vice President, Customer Success to lead the post-sale experience for our high-touch clients across Life Sciences and AI Labs campaigns. You will build and lead the Program Operations team of Technical Program Managers, driving customer outcomes, retention, and growth in a remote-first US environment.

This role emphasizes people, process, and stakeholder management, delivering trusted partnerships with executive sponsors and cross-functional teams to scale delivery and

Qualifications

• 10+ years of experience in customer success, program or delivery leadership.
• 3+ years managing managers or multi-function teams.
• Experience with high-stakes, sensitive subject matter and AI/ML industries welcome.

Responsibilities

• Lead Program Operations (Technical Program Managers) and scale the function.
• Design customer-centric processes for high-touch clients across Life Sciences and AI Labs.
• Own customer outcomes, executive relationships, renewals, and expansion opportunities.
• Establish remote-first operating rhythms, documentation, and team rituals.

Skills

Customer success leadership

Program management

Executive communication

Remote leadership

Tools

Salesforce

Job description

mpathic is seeking a Vice President, Customer Success to lead the post-sale experience for our high-touch clients across Life Sciences and AI Labs campaigns. You will build and lead the Program Operations team of Technical Program Managers, driving customer outcomes, retention, and growth in a remote-first US environment.

This role emphasizes people, process, and stakeholder management, delivering trusted partnerships with executive sponsors and cross-functional teams to scale delivery and