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. What You'll Do 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 What We're Looking For 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 & Benefits 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. Location This role is based in San Francisco, CA . Please expect an on-site or hybrid working arrangement. #J-18808-Ljbffr Clera