VP, Customer Sucess

About Alethea

Founded in 2019, Alethea is a technology company that delivers intelligence-driven risk detection and mitigation for organizations navigating a complex and fast-moving threat environment. Our AI-powered platform, Artemis, uses advanced analytics and machine learning to detect early signals of emerging narrative risk, assess credibility and potential impact, and support strategic mitigation before a threat reaches critical mass.

Alethea combines investigative expertise, analyst-driven insights, and cutting-edge technology to help public- and private-sector clients identify, assess, and respond to coordinated influence operations, disinformation, and digitally enabled threats that impact brand integrity, executive and employee safety, market confidence, and operational resilience.

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

Key Responsibilities:

• 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…