Head of Customer Success

Head of Customer Success

About Tensorleap

Tensorleap is pioneering applied explainability solutions for deep neural networks, empowering developers and companies to effectively debug, optimize, and maintain AI models. As our user base rapidly grows, we seek an exceptional Head of Customer Success to own and scale our customer-facing operations.

Role Overview

As Head of Customer Success, you’ll lead our efforts in building outstanding customer relationships, establishing internal processes to drive growth and retention, closely collaborating with Product and Sales teams to continuously enhance our solution based on customer feedback, and building a high-performing Customer Success team.

Key Responsibilities

Customer Relationship Management

• Own customer onboarding, engagement, retention, and expansion.
• Proactively manage relationships with key accounts, ensuring continuous satisfaction and growth.

Internal Process Development

• Develop and implement scalable processes for tracking customer interactions, feedback, and product usability.
• Establish metrics and analytics to accurately measure customer health, engagement, and success.

Customer Insights & Product Collaboration

• Gather customer insights, identify unmet needs, and translate feedback into actionable product improvements.
• Work closely with Product and Engineering teams to refine product offerings and usability.

Tools & Analytics

• Implement and manage tools for tracking user adoption, usage patterns, and customer health.
• Develop dashboards and analytics reports to provide visibility into customer success KPIs across the organization.

Team Building & Leadership

• Recruit, train, and mentor a high-performing Customer Success team.
• Foster a culture of customer-centricity, collaboration, and continuous improvement.

Qualifications

• Proven experience building and leading Customer Success operations, ideally from early-stage through growth.
• Deep familiarity with Customer Success best practices, metrics (NPS, churn, retention, expansion), and engagement strategies.
• Background in deep tech, AI/ML, developer tools, or SaaS platforms.
• Highly customer-facing with excellent communication, presentation, and interpersonal skills.
• Strong analytical skills, experience leveraging customer success tools (CRM, analytics, CS platforms).
• Product-oriented mindset with the ability to effectively translate customer feedback into actionable insights.

Nice to Have

• Experience in AI/ML, neural network solutions, or related developer-oriented technologies.
• Previous experience in fast-paced startups or growth-stage tech companies.
• Technical proficiency or familiarity with MLOps, model explainability, or similar fields.

Why Tensorleap?

• Join an innovative, high-growth startup solving critical challenges in AI.
• Opportunity to build and scale a Customer Success organization from the ground up.
• Work with leading-edge technology alongside top-tier talent in the AI industry.
• Meaningful role with significant autonomy and direct impact on company growth.