Head of Customer Success
Why this role exists
AiPrise is building the global compliance operating system for modern fintechs, marketplaces, banks, and platforms. We are trusted by leading financial institutions and process millions of onboarding decisions across KYC, KYB, AML, fraud, and monitoring. We are past figuring out product market fit. We are now scaling complex, global customer operations at speed. Every new customer we onboard is a high stakes, high complexity lift. Compliance teams are trusting us with their core regulatory workflows. Time to onboard is our north star, and operations is where that is won or lost.
About the role
This is a builder, leader, and operations brain role. We are looking for a Head of Operations who can:
- Turn a growing customer base into a world class operational machine
- Operate at founder level depth across onboarding, support, and success
- Scale operational thinking across teams, regions, and customer tiers
- Obsess over clarity, velocity, and customer outcomes
Responsibilities
Own customer onboarding:
- Own time to first verification as a primary company metric
- Design and run the end to end onboarding journey from contract signed to live in production
- Create clean handoff rituals from sales to onboarding to success
- Ship onboarding playbooks that scale across SMB, mid market, and enterprise
Build customer support:
- Build a tiered support model with crisp SLAs, escalation paths, and on call rotations
- Stand up a knowledge base and self serve layer that deflects routine questions
- Use AI aggressively to reduce ticket volume and first response time
- Partner with engineering on customer impacting incidents and on call discipline
Own customer success and expansion:
- Build QBR motion, health scoring, and renewal forecasting
- Identify upsell and cross sell paths, especially in late stage and whale accounts
- Create a structured voice of customer loop back to product and engineering
Requirements
Build and scale a team across onboarding, support, and customer success
Create strong rituals around reviews, escalations, retros, and feedback loops
Partner tightly with Product, Engineering, Sales, and Compliance
Founder level partnership
Act as a thought partner to the founders on customer strategy and scale
Join key customer calls, enterprise escalations, and renewals
Influence pricing, packaging, and service tier strategy
Represent operations credibly with customers, partners, and investors
Qualifications
Likely Have 10 plus years in customer operations, customer success, or technical operations leadership
Experience scaling ops at a Series A to Series C B2B SaaS or fintech company
Track record building onboarding or CS functions from scratch
Experience with technical products, API integrations, and enterprise customers
Comfort operating with ambiguity, speed, and high ownership
A strong bias toward action over decks
Bonus: Compliance, KYB, KYC, fraud, payments, or regtech background
Experience deploying AI tooling in your ops org
Strong opinions on where AI works
Respected by engineers because you understand systems
Energized by hard problems and real world impact
Excited to build in a fast moving, founder led environment
What you will own
- Customer onboarding
- Customer support
- Customer success and expansion
- Operations org and culture
- Founder level partnership
Success metrics
- Median time to onboard is cut by at least half
- Support SLAs are defined, instrumented, and hit consistently
- Net revenue retention trends up quarter over quarter
- Clients describe onboarding and support as a reason they stay
- Product and engineering get a clean, trusted feedback signal from the field
- The team ships with strong ownership and clarity without founder involvement in daily ops
Who you are
- Opinionated, sharp, and relentlessly customer driven
- Likely Have 10 plus years in customer operations, customer success, or technical operations leadership
- Experience scaling ops at a Series A to Series C B2B SaaS or fintech company
- Track record building onboarding or CS functions from scratch
- Experience with technical products, API integrations, and enterprise customers
- Comfort operating with ambiguity, speed, and high ownership
- A strong bias toward action over decks
- Bonus: Compliance, KYB, KYC, fraud, payments, or regtech background
- Experience deploying AI tooling in your ops org
- Strong opinions on where AI works
- Respected by engineers because you understand systems
- Energized by hard problems and real world impact
- Excited to build in a fast moving, founder led environment