Vice President of Customer Services & Success (CS&S)

Vice President of Customer Services & Success

HuLoop Automation, headquartered in Auburn, California, is an AI-powered Work Optimization company helping banks, credit unions, retailers, and other regulated organizations get more done without adding headcount at the same pace.

Our platform brings Human Workers, Robotic Workers, and Agentic Workers together as one team. Human Workers apply judgment, ethics, and strategic thinking. Robotic Workers handle repetitive, rules-based, high-volume tasks. Agentic Workers manage dynamic, context-aware processes that used to require constant human oversight.

The unified Work Optimization Platform spans Productivity Discovery, Work Orchestration, Process Automation, Agentic Operations, Content Processing, QuickApp Builder, and Test Automation. Community banks, credit unions, and mid-market retailers use it to cut costs, reduce errors, and free their people for higher-value work. Our regulator-friendly approach and enterprise-grade architecture make HuLoop a natural fit for highly regulated industries.

We’re a fast-growing, venture-backed company built around a simple idea: work should be optimized, not just automated.

Job Location:

• Hybrid: 3 days in office / 2 days remote

Job Type:

• Full Time, Permanent

Job Description:

HuLoop is seeking a Vice President of Customer Services & Success to lead a unified organization responsible for rapid customer onboarding, sustained value realization, and long-term customer growth. This executive role owns customer success strategy, professional services delivery, automation engineering, and ongoing operational support.

The primary focus of this role is ensuring customers achieve measurable outcomes quickly, adopt the platform deeply, and continue to realize expanding value over time, driving strong retention, expansion, and advocacy.

Job Responsibilities:

Customer Success & Value Realization

• Own the end-to-end customer lifecycle from onboarding through renewal and expansion
• Design and execute rapid onboarding programs that accelerate time-to-value
• Drive customer adoption, usage maturity, and measurable business outcomes
• Establish customer success frameworks tied to ROI, productivity gains, and operational impact
• Serve as executive sponsor for strategic accounts and key customer relationships

Services, Delivery, Engineering & PMO Leadership

• Lead professional services, consulting, and automation engineering teams
• Deliver consistent 90-120-day initial implementations
• Own and operate a PMO with model project governance, delivery standards, and accountability
• Establish project planning, forecasting, resource management, and delivery across engagements
• Ensure automation engineers own both solution delivery and post-go-live stability
• Enforce SLA performance, solution reliability, and resolution quality
• Improve delivery efficiency, predictability, and margins through repeatable delivery models
• Maintain clear visibility into project health, risks, dependencies, and outcomes

Revenue Ownership & Expansion

• Own customer renewals and expansion in partnership with Sales
• Identify opportunities to expand value through additional use cases and services
• Growing billable services revenue aligned to customer outcomes

Customer-Sponsored Enhancements

• Manage intake and qualification of customer-sponsored enhancement requests
• Partner with internal teams to ensure enhancements support customer outcomes and scalability
• Champion approved enhancements through delivery and customer communication

Enablement Oversight (HuLoop University)

• Provide oversight of HuLoop University to support onboarding, adoption, and customer maturity
• Ensure enablement reinforces ongoing value realization and delivery consistency
• Define clear role expectations and success criteria across customer operations, success, PMO, consulting, and automation engineering
• Own hiring strategy and capacity planning aligned to delivery demand and growth
• Establish consistent role leveling and career paths to support performance and retention
• Build, coach, and scale high-performing customer-facing teams

Job Requirements:

• 12+ years of leadership experience in customer success and services within a SaaS company
• Proven success driving rapid onboarding and long-term customer value realization
• Experience leading consulting and automation or engineering-adjacent teams
• Strong PMO, delivery, and operational leadership experience
• Experience owning renewals and expansion revenue
• Executive-level customer relationship and stakeholder management skills
• Experience in regulated or operationally complex industries is a plus
• Bachelor’s degree required, advanced degree a plus

What Success Looks Like:

• Fast, repeatable onboarding with clear time-to-value milestones
• Strong customer adoption and measurable business outcomes
• Predictable, well-governed delivery across all projects
• High retention, expansion, and customer advocacy
• Reliable solution stability and SLA performance
• A scalable customer success and services organization that supports company growth

Reports To:

• Reports to CEO

Equal Employment Opportunity Company:

• HuLoop is an Equal Employment Opportunity company that offers an excellent benefit package that includes Medical, Dental, and Vision. The company also offers paid vacation, holidays, and sick time.