About the role
The Role
As Head of Customer Success, you build and lead the function that takes care of our infrastructure customers once the contract is signed. Many of them run their most important AI workloads on Lyceum on multi-year contracts. You make sure they have an outstanding experience, from onboarding through day-to-day operations to renewal and growth.
You set up the processes, hire and lead the team of Account Executives and Infrastructure Support Engineers, and are the trusted point of contact for our largest accounts. You don't need to fix technical issues yourself, but you understand what's going on and make sure they get solved fast.
What You'll Do
Build our customer success function for GPU infrastructure from scratch: processes, playbooks, tooling and escalation paths
Design the full customer journey, from signed contract and onboarding to account management, issue handling, renewals and expansion
Hire, lead and develop a team of Account Executives and Infrastructure Support Engineers
Define support KPIs, SLAs and quality standards, such as response time, time to resolution and customer satisfaction, and make sure we hit them
Work closely with sales, product, engineering and our data centre partners on escalations and key accounts
Personally own the relationship with our largest customers and step in on critical escalations
Make sure our customers are satisfied and keep growing with us
What We're Looking For
Several years of experience in customer success, account management or technical support for B2B cloud or infrastructure customers
Proven experience building processes and teams, not only running an existing setup
Experience leading a team of account managers, CSMs or support engineers
Solid technical understanding of cloud, data centre or GPU infrastructure
A calm, professional and trustworthy presence with enterprise customers
A very high sense of urgency: you don't keep customers waiting
Strong written and verbal communication in English, German is a plus
Bonus Points
Experience at a neocloud, GPU cloud, hyperscaler, data centre or hosting provider
Experience with SLAs, on-call setups and support tooling
Experience managing large, multi-year enterprise contracts, including renewals and expansion
An existing network in the AI or compute industry
Why us?
Outstanding team: Work with some of the best engineers in the world, coming from hedge funds, big tech, AI startups and top universities
Once in a lifetime opportunity: Early-stage company in the fastest-growing market in the world
Ownership: Shape how European AI companies access GPU compute
European mission: Build sovereign, GDPR-compliant AI infrastructure for the next generation of deep-tech
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