Vice President, Customer Success

mpathic

. Lead the post-sale experience for high-touch Life Sciences and AI Labs clients .

Posted 10/16/2026full-timeRemote • United StatesLead💰 $165,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer success and program management, with a focus on building high-trust team cultures and designing customer-centric processes. Proven ability to lead cross-functional teams and improve customer satisfaction metrics in complex environments.

Highest-signal resume keywords

Customer Success LeadershipProgram ManagementTeam Culture DevelopmentCustomer-Centric Process DesignAI/ML Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementProject ManagementCustomer SuccessProcess DesignMetrics AnalysisAI SafetyLLM EvaluationRed TeamingHuman Data OperationsSaaS Delivery

Soft Skills

CommunicationCoachingTeam BuildingAccountabilityPsychological Safety

Tools & Technologies

Remote Collaboration ToolsProject Management SoftwareCustomer Feedback SystemsDocumentation ToolsStatus Reporting Tools

Industry Keywords

Life SciencesHealthcareAI LabsHigh-Touch AccountsCustomer Journey

About the role

Key responsibilities & impact

Lead the post-sale experience for high-touch Life Sciences and AI Labs clients
Lead Program Operations and Technical Program Managers from contract handoff through delivery
Hire, coach, and develop the Program Operations team and future people managers
Build a culture of trust, psychological safety, accountability, recognition, and sustainable performance
Establish remote-first working practices, documentation, communication cadences, and team rituals
Define the end-to-end customer journey from contract handoff through onboarding, delivery, review, renewal, and expansion
Build playbooks for kickoffs, status reporting, executive business reviews, escalations, and campaign close-out
Tailor engagement models for Life Sciences and AI Labs clients
Create customer health measures and feedback loops, including CSAT, retrospectives, and executive check-ins
Serve as executive sponsor and escalation point for key accounts
Partner with Sales on renewals, expansion, and forecasting
Bring customer feedback to Product, Engineering, and Clinical Solutions
Improve sales-to-delivery handoffs and maintain cross-functional alignment
Partner on staffing and capacity planning
Own retention, net revenue retention, on-time delivery, quality, and customer satisfaction metrics
Build scalable systems and tooling to improve project visibility, quality, and throughput
In the first 60–90 days, assess workflows, meet customers and Program Operations, establish cross-functional relationships, and create an improvement plan
In the first year, establish a structured Program Operations team, repeatable customer processes, measurable customer improvements, and a feedback loop influencing the roadmap

Requirements

What you’ll need

10+ years of experience in customer success, program or project management, or customer-facing delivery leadership at a SaaS, services, or hybrid software-and-services company
3+ years managing managers or multi-function teams
Experience building positive, supportive, high-trust team cultures
Experience designing customer-centric processes and playbooks for high-touch, complex accounts
Experience leading technical program or project management teams delivering complex, expert-driven programs
Comfort with high-stakes, sensitive subject matter
Ability to communicate crisply and credibly with executives, customers, and distributed teams
Experience in AI safety, LLM evaluation, red teaming, or human data operations, or deep experience with AI/ML customers
Ideally, experience managing projects or programs in Life Sciences or Healthcare
Ability to thrive in an early-stage, remote-first environment
Remote work location in the US; West Coast preferred