VP of Customer Operations

Atomic

. Build and lead Atomic's customer support and implementation functions .

Posted 9/24/2026full-timeRemote • Utah • United StatesLead💰 $135,000 - $165,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and leading customer support and implementation functions, with a strong focus on automation, AI, and workflow optimization to enhance customer experience. Proven ability to analyze customer health metrics and collaborate effectively with cross-functional teams, including Engineering and Compliance.

Highest-signal resume keywords

Customer Operations LeadershipAPI-Based Product UnderstandingAutomation and AI ImplementationData Analysis and ReportingTeam Building and Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportImplementation ManagementOperations Metrics DefinitionDefect TriageIncident ResponseWorkflow AutomationCustomer Health MonitoringEscalation ManagementIntegration PlanningPerformance Analysis

Soft Skills

Clear CommunicationAnalytical ThinkingCollaborationProblem SolvingLeadership

Tools & Technologies

PylonLinearAI ToolsWorkflow Automation Tools

Industry Keywords

FintechEmbedded FinancePaymentsRegulated Industry ExperienceVendor ManagementSecurity ReviewsDue Diligence

About the role

Key responsibilities & impact

Build and lead Atomic's customer support and implementation functions
Establish service levels, escalation paths, playbooks, tooling, and workflows
Own onboarding from signed contract through production launch
Drive time-to-live and launch quality
Serve as senior owner for customer escalations
Partner with Engineering on defect triage, incident response, and post-incident reviews
Establish daily customer health monitoring for volume, conversion, errors, and account-level performance
Build and lead operations specialists embedded in customer pods
Work 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 customer experience
Define and own customer operations metrics and scorecards with Data and Analytics
Translate trends into recommendations for senior leadership and the board
Turn support trends and implementation friction into actionable input for Product and Engineering
Partner with Compliance and Finance on audits, due diligence, renewals, and billing

Requirements

What you’ll need

10+ years in customer-facing operations, implementation, support, customer success, or professional services
5+ years leading teams
Experience building or rebuilding support and implementation functions, ideally at an API-first B2B software company
Experience serving financial institutions or another highly regulated industry, including procurement, vendor management, security reviews, and due diligence
Strong understanding of API-based and embedded products
Ability to follow an integration plan and work credibly with engineers without being one
Demonstrated use of automation, AI, and workflow tooling to improve customer operations
Strong analytical instincts and ability to define customer health signals and reporting
Clear, direct communication with customers, executives, and frontline teams
Fintech, embedded finance, or payments experience is a nice-to-have
Experience with Pylon and Linear is a nice-to-have
Experience leading recovery of high-risk or underperforming customer relationships is a nice-to-have
Must be a U.S. citizen or otherwise authorized to work in the United States without sponsorship

Benefits

Comp & perks

Medical, dental, and vision insurance
401(k)
Equity through stock options
Remote-first workplace
Unlimited PTO
10 company-paid holidays
Office closure between Christmas and New Year
Continuing education
Paid parental leave
Bonus offered