Customer Operations Lead

About The Role

We're a fast-growing, early-stage AI infrastructure company building the go-to platform for creating, training, and evaluating AI models in reinforcement learning (RL) environments. Our customers include AI labs and enterprises looking to generate high-quality post-training data and align AI systems to real-world workflows.

As our Customer Operations Lead
, you'll be the connective tissue between our customers and our product — owning the end-to-end customer experience from onboarding through ongoing success. This is a foundational role at a company where your work will directly shape how customers adopt and get value from a cutting-edge AI platform.

• Own the customer journey — from onboarding and activation through retention and expansion
• Serve as the primary point of contact for customers, building strong relationships with AI labs, research teams, and enterprise users
• Triage and resolve customer issues, coordinating closely with engineering and product teams to drive fast, high-quality resolutions
• Develop and maintain onboarding materials, documentation, and self-serve resources to help customers succeed at scale
• Track and analyze customer health metrics; proactively identify at-risk accounts and surface expansion opportunities
• Collect and synthesize customer feedback into actionable product insights for internal teams
• Build and refine operational processes, playbooks, and tooling to scale the customer operations function as we grow
• Support vendor partners using our marketplace platform, helping them list, manage, and monetize their environments effectively

• Required:
  • 3+ years of experience in customer success, customer operations, or technical account management — ideally at a B2B SaaS or developer tools company
  • Strong written and verbal communication skills; able to explain complex technical concepts clearly to both technical and non-technical audiences
  • Highly organized, process-oriented, and comfortable operating in ambiguity at an early-stage company
  • Empathetic, customer-obsessed mindset with a track record of building trust with customers
  • Comfortable working cross-functionally with engineering, product, and go-to-market teams
  • Experience building or improving operational processes and playbooks from the ground up
• Nice to have:
  • Background working with AI/ML, developer tooling, or data infrastructure products
  • Familiarity with reinforcement learning, model evaluation, or AI post-training concepts
  • Experience supporting a vendor or marketplace ecosystem
  • Prior experience at a company in a similar space (e.g., AI evaluation, MLOps, data labeling, or AI tooling)

• Compensation will be competitive and commensurate with experience. Specific details will be discussed during the interview process.
• Visa sponsorship is not available for this role.

This role is based in San Francisco, CA
. Please expect an on-site or hybrid working arrangement.