Head of Customer Success – GPU Infrastructure

The RoleAs 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 DoBuild our customer success function for GPU infrastructure from scratch: processes, playbooks, tooling and escalation pathsDesign the full customer journey, from signed contract and onboarding to account management, issue handling, renewals and expansionHire, lead and develop a team of Account Executives and Infrastructure Support EngineersDefine support KPIs, SLAs and quality standards, such as response time, time to resolution and customer satisfaction, and make sure we hit themWork closely with sales, product, engineering and our data centre partners on escalations and key accountsPersonally own the relationship with our largest customers and step in on critical escalationsMake sure our customers are satisfied and keep growing with usWhat We're Looking ForSeveral years of experience in customer success, account management or technical support for B2B cloud or infrastructure customersProven experience building processes and teams, not only running an existing setupExperience leading a team of account managers, CSMs or support engineersSolid technical understanding of cloud, data centre or GPU infrastructureA calm, professional and trustworthy presence with enterprise customersA very high sense of urgency: you don't keep customers waitingStrong written and verbal communication in English, German is a plusBonus PointsExper