Vice President of Customer Success

• Alethea is hiring a VP of Customer Success to take our client/account management function out of its 0-1 build phase and into a scaled, senior-led discipline, with a specific mandate to deepen our credibility and win rate with the communications, corporate affairs, and public affairs buyer.
• You'll inherit a working operating CS model built over the last year, and your job is to professionalize it, train and enable the CSMs on it, and personally own the C-suite relationships that make or break our renewals and expansion
• This is a builder's role. You should have scaled a customer success function in an emerging market or category-creating company.
• You thrive in the early stages of standing something up - creating structure where there's ambiguity, and shaping a function as it grows rather than inheriting one that’s already fully built.
• You’re passionate about our customers and energized by driving this function forward, out in front of them as much as behind a dashboard
• Upskill and train the team:
  This is a building role, but not a blank slate. Take Alethea's existing Customer Success Playbook and supporting documentation from "exists on paper" to consistently executed across the entire book of business
• Recruit and promote the right talent:
  Train, coach, and lead the customer success team as the client base grows – enabling them with the playbook, materials, and knowledge they need to run their accounts with confidence, and building clear growth paths beneath you
• Enable the organization to act:
  Retention is always top priority, communicate it and advocate for our customers. Own the comms business KPIs, workflows, and success metrics - health scores, net revenue retention, renewal rate, expansion - and report on them to executive leadership
• Leverage technology:
  Alethea is an agentic first company. An understanding and fluency in how technology can be used to create leverage and drive efficiency is key
• Serve as primary senior point of contact for comms-led accounts: CCOs, Chief Public Affairs Officers, and VP/Director-level leaders in Issues & Crisis Management, Corporate Reputation, or Strategic PR. Know when to pull in executives, advisors, and other colleagues to bring together the best teams the company has to offer
• Educate and counsel:
  Educate and counsel on product adoption, operationalization, and leveraging the Alethea solution (written analysis, technology, MCP). Translate narrative risk, actor attribution, and coordinated-behavior detection into language that lands with comms and public affairs leaders
• Own key customer relationships:
  Lead EBRs and high-stakes executive conversations on strategic comms accounts
• Coach and develop junior and mid-level CSMs: spot-check books, review Q /E  decks before they reach a client, and model what "customer first, act like an owner" looks like in practice
• Build training and enablement: lead the creation and implementation of the training the comms/public affairs motion needs - including a "Comms Buyer" playbook and reference materials - so the team can operate credibly with comms and public affairs stakeholders
• Close the loop between customer feedback and Product/Engineering: be the voice of the comms and public affairs customer in roadmap conversations
• Partner with sales and marketing:
  Provide ongoing insights to sales and marketing on customer wins and trends to support iteration of top of funnel activities

• Employer sponsored 401k with a 3% match
• Stock options (negotiated based on experience)
• Healthcare at the gold-tier level, dental, and vision is fully funded by the employer, plus 50% of dependent coverage is provided by the employer
• Unlimited vacation, sick leave and office closure between Christmas and New Year's, plus extended holidays at Thanksgiving and the 4th of July

Have deep, credible experience with the communications, corporate affairs, or public affairs buyer - ideally from working inside, or selling into, comms/PR, issues management, crisis communications, or corporate reputation functions. Can walk into a room with a CCO, Chief Public Affairs Officer, or Head of Issues & Crisis Management and hold your own. Demonstrated experience managing…