VP, Operations

Jobtailor

Huntington Beach (CA)

On-site

USD 180,000 - 240,000

Full time

14 days+

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Job summary

Jobtailor in Huntington Beach, CA seeks a seasoned VP of Customer Success to lead and scale the customer organization end-to-end, build the leadership layer beneath, and create a bench to support rapid growth. You will own the operating cadence, manage a blended onshore + nearshore delivery model, and drive improvements in onboarding and post-sale performance.

You will also direct the AI tooling function, own Go Live motions for SMB and Enterprise, and coordinate with Sales, Product, and

Qualifications

12+ years leading customer-facing post-sales or operations organizations.
3+ years at VP level or above.
Experience running two or more: support, professional services, customer success, onboarding/implementation, or technical account management.
Track record of owning GRR as a primary metric.
Experience leading an organization across multiple management layers.
Strong financial and operational rigor with dashboards and reviews.
Preferred: private lending, mortgage, or specialty finance experience.
Fluency in loan servicing, origination, draw management, investor reporting, and fund accounting.
Leadership in vertical SaaS within financial services or capital markets tech.
Experience scaling tiered support and Forward-Deployed Engineer functions.
Hands-on experience deploying AI tooling inside a customer org.
Experience running a customer education / academy function with certifications.

Responsibilities

Lead the customer organization end-to-end and build a scalable bench.
Own the operating cadence: weekly reviews, monthly health reporting, quarterly planning.
Manage a blended onshore + nearshore model and expand where sensible.
Own the tiered support model and improve time-to-resolution and CSAT.
Partner with Sales leadership on pre-sales coverage, demos, and win rates.
Run the Product SME function and the academy as the center of gravity for product expertise.
Direct the AI tooling function as the org's internal AI engine.
Own onboarding through Go Live motions for SMB and Enterprise segments.
Drive time-to-go-live, onboarding NPS, and early-life retention.
Oversee post-sale technical solutions: Forward-Deployed Engineers and Professional Services.
Own gross revenue retention as the primary outcome metric.
Build playbooks, health-scoring, and renewal motions.
Define and instrument the metrics stack: GRR, time-to-value, CSAT, SLAs, and margins.
Collaborate with Product and Engineering for field-to-roadmap feedback.
Collaborate with Sales and Marketing on expansion motions and references.
Stand up operating reviews, dashboards, and executive communication.

Skills

Leadership experience

Customer Success

Operational metrics

Cross-functional collaboration

Executive communication

Problem solving

Strategic planning

Financial rigor

Education

Customer Success Certifications

Product Management Certifications

Tools

AI Tooling

CRM Systems

Data Analytics Tools

Dashboard Creation

Job description

Lead the customer organization end-to-end, develop the management layer underneath, and build the bench needed to scale.
Own the operating cadence of the customer org: weekly business reviews, monthly health reporting, quarterly planning.
Manage a blended onshore + nearshore model; expand where it makes sense without compromising customer experience.
Own the tiered support model and drive measurable improvement in first-response time, resolution time, deflection rate, and CSAT.
Partner with Sales leadership on pre-sales SE coverage, demo quality, and technical win rates.
Run the Product SME function and TMO Academy as the company's center of gravity for internal and external product expertise - certifications, enablement content, customer training revenue.
Direct the Force Multiplier / AI Tooling function as the org's internal AI and automation engine.
Own customer onboarding through segment-aligned Go Live motions (SMB and Enterprise), each covering Loan Servicing, Loan Origination, and Fund Management.
Drive measurable improvement in time-to-go-live, onboarding NPS, and early-life retention.
Run the post-sale technical solutions function: Forward-Deployed Engineers embedded at strategic accounts, Professional Services for scoped delivery, and Data Solutions Engineers for integration and data advisory.
Own gross revenue retention as the primary outcome metric for the Customer Success function.
Build the playbook, health-scoring, and renewal motion that supports it.
Define and instrument the customer org's metrics stack: GRR, time-to-value, CSAT, support SLAs, PS utilization & margin, certification volume.
Partner with Product and Engineering on a continuous feedback loop from the field back into the roadmap.
Partner with Sales and Marketing on expansion motions, customer references, and pricing/packaging input from the field.
Stand up the operating reviews, dashboards and drive executive communication.

Requirements

12+ years leading customer-facing post-sales or operations organizations; 3+ years at the VP level or above.
Direct experience running two or more of: support, professional services, customer success, onboarding/implementation, technical account management.
Track record of owning GRR as a primary metric and improving it.
Experience leading an organization across multiple management layers.
Strong financial and operational rigor: you build the dashboard, you run the reviews, you hold the line on the numbers.
Preferred: Direct experience in private lending, mortgage, or specialty finance - prior operating roles at a private lender, debt fund, loan servicer, mortgage originator, or vertical software company serving that customer base.
Fluency in the mechanics of loan servicing, origination, draw management, investor reporting, and fund accounting.
A working point of view on where the private lending industry is going: AI, regulatory pressure, capital markets dynamics, and the operational realities of running a private credit shop.
Vertical SaaS leadership experience in financial services, lending, or capital markets technology.
Direct experience building or scaling a tiered support model and a Forward-Deployed Engineer / FDE function.
Hands-on experience deploying AI tooling inside a customer org - not slideware.
Experience running a customer education / academy function with certifications.

Core Competencies

Demonstrates extensive leadership in customer-facing operations, focusing on metrics such as Gross Revenue Retention (GRR) and customer satisfaction. Proven ability to build and scale support models, drive operational rigor, and leverage AI tooling for enhanced customer experiences.

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