VP of Customer Support – Implementations

Job Description:

• Organizational Leadership
• Lead and develop a multi-functional team spanning Customer Support Engineers, Customer Operations Engineers, Implementation Engineers, and their managers. You manage managers — and you hold them accountable to outcomes, not just activity.
• Establish clear ownership, escalation paths, and performance expectations across both the support and implementations functions.
• Drive a culture of technical excellence, mission focus, accountability, and continuous improvement across the organization.
• Own headcount planning, hiring, onboarding, and talent development for the combined function in partnership with the CTO and People team.
• Customer Support Strategy & Operations
• Define and own the customer support strategy, operating model, SLAs, and service tiers for a customer base operating across government, IC, and DoD environments.
• Build and maintain support infrastructure — tooling, workflows, escalation frameworks, and on-call rotation — that can operate effectively across classification levels and ATO-bounded environments.
• Define, track, and report on KPIs including SLA performance, MTTR, resolution rates, backlog health, and CSAT. Use data to drive decisions, not just describe them.
• Own incident response coordination and ensure the team is always ready to respond to mission-critical issues with urgency and technical depth.
• Partner closely with Mission Success, Engineering and Product to close the loop on customer-reported issues — driving root cause resolution, not just ticket closure.
• Technical Implementations
• Own the end-to-end technical implementation function: strategy, resourcing, execution, and quality assurance for all new customer onboarding and platform deployments.
• Ensure implementation projects are delivered on time, within scope, and to the technical and compliance standards required by government customers (FedRAMP High, DoD IL4/IL5/IL6).
• Build repeatable, scalable implementation methodologies and playbooks that reduce time-to-deployment without sacrificing quality.
• Coordinate resource allocation across concurrent implementation projects, balancing capacity across support and delivery commitments.
• Executive Partnership
• Serve as the senior voice of the customer at the leadership level. Synthesize field intelligence, support trends, and implementation blockers into strategic recommendations for the CTO, Product, and GTM teams.
• Partner with Sales and Mission Success to define post-sale handoff expectations, success criteria, and customer health metrics.
• Represent the customer support and implementations function in executive planning, roadmap prioritization, and resource allocation conversations.

Requirements:

• 12+ years of experience in technical customer support, customer success, or professional services, with 7+ years in people leadership — including experience managing managers and senior ICs.
• Proven track record of building and scaling post-sale organizations (support + implementations or equivalent) in a high-growth SaaS or PaaS environment.
• Technically credible: you can engage in substantive conversations with engineers about Kubernetes cluster behavior, deployment pipelines, and platform architecture — and you can triage complex issues alongside your team when it matters.
• Familiarity with government cloud environments: AWS GovCloud, Azure Government, or GCP — and an understanding of the operational constraints unique to government customers (change control, ATO processes, classification levels).
• Demonstrated ability to define and operate against rigorous SLAs in environments where uptime and reliability are mission-critical, not just commercial expectations.
• Executive presence and communication skills: you can brief the CTO, a DoD program office, or a board on the state of the customer organization with equal fluency.
• Data-driven operating style: you set targets, build dashboards, and make resource and process decisions grounded in evidence.
• Proven ability to build cohesive, high-performing organizations through periods of growth and ambiguity — including inheriting existing teams and elevating them.

Benefits:

• Competitive Salary
• 100% Healthcare, vision and dental coverage
• 401(k) + 3% company contribution
• Additional benefit perks (One Medical membership, mental health resources and family planning assistance)
• Equity incentive plan
• Tech + office supplies stipend
• Annual professional development stipend
• Flexible paid time off + federal holidays off
• Parental leave
• Work virtually, near one of our hub locations
• Referral Bonus