Enterprise Customer Solutions Head

Location: Fully Remote (U.S.-Based)

Travel: 5–10 conferences annually + enterprise client meetings as needed

About the Opportunity

We are building the enterprise foundation for AI governance and observability.

Founded in 2021 and backed by Y Combinator (S21), this company was started by former enterprise technology leaders who experienced firsthand the complexity of deploying reliable AI systems inside large organizations. What began as an internal effort to solve AI reliability challenges has evolved into a comprehensive AI governance and observability platform serving Fortune 2000 enterprises.

With ~20 employees and a newly built GTM team (3 AEs, 3 BDRs), the company is at a true inflection point. Product ambition and enterprise demand are strong. The next chapter requires operational rigor, enterprise sales discipline, and predictable execution.

This is a rare opportunity to architect and scale the entire enterprise revenue engine.

The Role

The Head of Custonmer Solutions reports directly to the CEO and owns one mandate:

You ensure every customer has a clear success plan, actively uses the platform, renewals are predictable with low churn, customers view you as a trusted partner, Product and Engineering have clear insight into customer needs through your feedback, and you lead the important conversations that strengthen long term relationships.

This is not a maintenance leadership role. It is a build-and-architect role. You will establish the systems, structure, and discipline required to support long-term enterprise scale.

What You’ll Own

• Own the health, retention, and satisfaction of a portfolio of 10-25 Fortune 2000 enterprise accounts
• Build deep, trusted relationships with key stakeholders across technical, compliance, and executive functions
• Lead onboarding, adoption, and ongoing success planning for each account
• Proactively identify risk, surface issues early, and drive resolution without waiting to be asked
• Translate customer needs and friction into clear, actionable feedback for Product and Engineering
• Participate credibly in technical conversations about AI governance, observability, compliance frameworks, and implementation
• Develop account plans that map customer goals to platform capabilities and identify natural expansion paths
• Serve as the internal voice of the customer, influencing roadmap, messaging, and go to market strategy
• Partner with Sales on renewal conversations and expansion opportunities

Ideal Background

Must-Have

• Proven experience in enterprise customer solutions, success, or technical account management at a B2B software company
• Direct experience managing Fortune 500 or Fortune 2000 accounts with complex, multi-stakeholder relationships

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• Technical fluency in AI, ML, data infrastructure, compliance, or governance, enough to participate as a peer in technical conversations, not just observe them
• Track record of retaining and growing a portfolio of high value enterprise accounts
• Strong executive presence and the ability to build trust at every level of an organization, from engineers to the C-suite
• Comfort being the person in the room when things go wrong, with the composure and judgment to navigate it
• Bachelor’s degree

Strongly Preferred

• Background in AI, data infrastructure, governance, or compliance software
• Experience marketing into regulated enterprise environments

Compensation & Benefits

• $180K - $220K OTE (80/20 base/variable)
• Variable tied to portfolio health, retention, and customer satisfaction
• Competitive equity package
• Medical, dental, vision (United Healthcare)
• 401(k) with company match
• Standard equipment provided
• Full travel coverage