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Job description
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.
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Worksite address
auburn, CA, 95604, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.