Job Description
The Role
Atomic is seeking a VP of Customer Operations to own the post-sale customer lifecycle: implementation, support, customer health, and operational performance. Our customers embed Atomic's products in their own applications, and you'll make sure those integrations launch successfully, perform reliably, and are well supported once live.
Today this work spans several teams. You'll bring it under one accountable function and provide the operating layer for our customer pods, which are led by Account Executives with technical, product, and data resources alongside them. This isn't a role for adding process for its own sake. The goal is to automate where possible, create clear ownership, and solve customer problems quickly.
What You'll Do
- Build and lead Atomic's customer support and implementation functions, including service levels, escalation paths, playbooks, tooling, and workflows.
- Own onboarding from signed contract through production launch, driving time-to-live and launch quality.
- Serve as the senior owner for customer escalations, and partner with Engineering on defect triage, incident response, and post-incident reviews.
- Establish daily customer health monitoring (volume, conversion, errors, and account-level performance) so Atomic spots problems before customers do.
- Build and lead operations specialists embedded in customer pods, working with Account Executives to protect retention and surface expansion opportunities.
- Use AI and workflow automation to remove manual work, reduce cost-to-serve, and improve the customer experience.
- Define and own customer operations metrics and scorecards with Data and Analytics, and translate trends into recommendations for senior leadership and the board.
- Turn support trends and implementation friction into actionable input for Product and Engineering, and partner with Compliance and Finance on audits, due diligence, renewals, and billing.
About You
- 10+ years in customer-facing operations, implementation, support, customer success, or professional services, including 5+ years leading teams.
- Experience building or rebuilding support and implementation functions, ideally at an API-first B2B software company.
- Experience serving financial institutions or another highly regulated industry, including procurement, vendor management, security reviews, and due diligence.
- Strong understanding of API-based and embedded products. You can follow an integration plan and work credibly with engineers without being one yourself.
- Demonstrated use of automation, AI, and workflow tooling to improve customer operations.
- Strong analytical instincts and the ability to define the customer health signals and reporting needed to run the business.
- Clear, direct communication with customers, executives, and frontline teams, and a strong bias toward ownership and continuous improvement.
Nice To Haves
- Fintech, embedded finance, or payments experience.
- Experience with planning and support tools like Pylon and Linear.
- Experience leading recovery of high-risk or underperforming customer relationships.
Benefits and Perks
- Medical, dental, vision, and 401(k).
- Equity through stock options.
- Remote-first workplace.
- Unlimited PTO, 10 company-paid holidays, and office closure between Christmas and New Year.
- Continuing education.
- Paid parental leave.
Atomic is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.