Head of Customer Success – GPU Infrastructure

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 hos