Vice President of Customer Success

VP Customer Success for a revolutionary startup

Responsibilities:

Customer Success & Installation Leadership

 Lead the main project deployments for enterprise customers and partners

 Conduct site readiness assessments for AI factories and data centers

 Guide high-density rack integration and server configurations

 Benchmark system performance to eliminate thermal throttling

 Create tailored customer adoption playbooks (brownfield & greenfield)

 Implement proactive health monitoring systems

Technical Support & Incident Management

 Build and lead a 24/7 global support team (L1–L3)

 Define SLAs and escalation paths for critical issues (e.g., leaks, pump failures)

 Develop RMA and on-site support processes in collaboration with partners

 Drive continuous product improvements via field feedback and R&D collaboration

Education & Knowledge Transfer

 Design certification programs on the main project operation, maintenance, and safety

 Provide hands-on training in troubleshooting and best practices

 Develop multi-format resources:

o Simulation-based knowledge base

o Video libraries demonstrating rack integrations

o Quarterly masterclasses on AI cooling optimization

 Establish partner competency frameworks

Partner Ecosystem Enablement

 Equip partners with:

o Technical sales playbooks (highlighting TCO benefits)

o Standardized deployment toolkits

o Certification-based support tiers

 Conduct regular joint business reviews to align capabilities with customer needs

Qualifications

 10+ years of experience in technical customer success/support leadership in:

• Data center environments
• Liquid cooling or thermal management
• AI/HPC hardware ecosystems

Demonstrated experience in:

• Building global support infrastructures
• Developing technical education programs
• Managing complex partner channels

 Strong understanding of server architectures and cooling technologies – Advantage

 Strategic mindset with execution focus and excellent organizational skills

 Ability to influence internal and external stakeholders

 Excellent communication, negotiation, and interpersonal skills

 Team player, self-motivated, enthusiastic, and reliable

 Willingness to travel 20 %+ globally