# VP of Customer Success

**Company:** [Lightning AI](https://hotfix.jobs/companies/lightning-ai)
**Location:** New York, NY
**Role:** Customer Success
**Salary:** $200k – $250k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, technical account management, post-sales leadership, retention, expansion, adoption, health scoring, renewal forecasting, executive stakeholder management, Cross-Functional Collaboration, sales partnership, product feedback, playbook development, ai platforms
**Posted:** 2026-07-29

> Lead and scale the Customer Success function at Lightning AI. Build CS processes, manage a team of CSMs/TAMs, drive adoption/retention/expansion for technical AI customers, and partner with Product, Engineering, and Sales leadership.

## Job Description

## What You'll Do
- Lead and develop a team of Customer Success Managers and/or Technical Account Managers supporting strategic and growth customers.
- Own customer health, adoption, gross retention, expansion influence, renewal readiness, and executive relationship quality across your segment.
- Build scalable CS operating rhythms, including onboarding, success planning, EBRs, health scoring, renewal forecasting, escalation management, and expansion handoffs.
- Partner with Sales leadership to create a strong post-sale commercial motion that drives retention and identifies expansion opportunities early.
- Work closely with Product and Engineering to translate customer patterns into roadmap feedback, prioritization signals, and product improvements.
- Create a customer success culture that is proactive, technically curious, commercially aware, and highly accountable.
- Inspect at-risk accounts, coach customer-facing teams through difficult situations, and help turn escalations into stronger long-term relationships.
- Develop repeatable playbooks for technical onboarding, use-case expansion, executive engagement, renewal preparation, and adoption acceleration.

## What We're Looking For
- 8+ years in customer success, account management, technical account management, or post-sales leadership, including 3+ years managing teams.
- Experience leading CS motions for technical, enterprise, or consumption-based products.
- Strong understanding of retention, expansion, adoption, health scoring, renewal forecasting, and executive stakeholder management.
- Ability to operate strategically while staying close to customers, account details, and team execution.
- Experience working cross-functionally with Sales, Product, Engineering, Support, Marketing, and Revenue Operations.
- Strong communication and executive presence with customers and internal leadership.
- Comfort building systems from scratch in a company that is scaling quickly.

## Nice-to-Haves
- Experience in AI, cloud infrastructure, developer platforms, MLOps, data infrastructure, or enterprise SaaS.
- Experience with usage-based revenue, cloud consumption, or complex technical onboarding.
- Experience building a CS function through a high-growth stage.
- Familiarity with ML teams, research organizations, platform engineering teams, or infrastructure buying centers.

## Compensation
The anticipated annual base salary range for this role is $200,000–$250,000 USD. In addition to base salary, our total rewards package includes a discretionary bonus, meaningful equity, and comprehensive benefits.

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