Sr. Director of Professional Services and Customer Success
Location: Fully Remote - US, Japan, UKI, or France
Job Type: Full Time
What we do
Vertesia is changing the way businesses interact with content and information through our API-first platform for building AI/LLM applications. We empower enterprise teams to design, test, deploy, and operate LLM-powered tasks that automate and augment their line of business processes and applications.
While LLMs like GPT have fundamentally changed our interaction with textual data, we believe in taking a step further. We aim to ensure that every business, regardless of its scale or domain, can leverage the native data processing capabilities of LLMs in the most efficient manner possible.
We believe that by making cognition accessible to machines, enterprise teams can reimagine processes, systems, and complete tasks that were previously impossible or simply too costly. We are building the platform and tooling to make this a reality.
The role
At Vertesia, we’re redefining how businesses interact with content and extract insights using advanced AI and LLM technologies. As the Senior Director of Professional Services and Customer Success, you will lead the teams responsible for onboarding, supporting, and expanding our enterprise customer relationships. Your mission: ensure our customers achieve measurable success and long-term value from our platform.
This is a critical leadership role combining strategic thinking with hands-on execution. You will shape the customer experience from initial implementation through adoption, renewal, and growth—driving retention, satisfaction, and overall customer impact.
What you'll do
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Lead and scale the Professional Services and Customer Success functions, ensuring seamless onboarding, integration, and value realization for customers
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Define and execute strategies to drive customer outcomes, reduce time-to-value, and ensure high satisfaction and retention rates
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Partner cross-functionally with Sales, Product, Engineering, and Support to influence roadmap priorities and customer-centric improvements
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Develop metrics and reporting to measure team performance, customer health, NPS, and expansion opportunities
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Act as a strategic advisor to key customers, ensuring alignment with their business goals and unlocking the full potential of Vertesia’s platform
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Build and mentor a high-performing team, fostering a culture of accountability, growth, and excellence
Who you are
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10+ years of experience in customer success, professional services, or solutions consulting in a B2B SaaS or enterprise technology company
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Proven leadership experience managing cross-functional customer-facing teams at scale
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Deep understanding of customer lifecycle management and enterprise client needs, especially in complex or technical deployments
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Strong operational mindset with the ability to build scalable processes and drive continuous improvement
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Experience working with AI/ML or LLM technologies is a significant plus
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Exceptional communication, stakeholder management, and executive presence
Who we are
We collaborate globally: We're a fully remote team with people in the US, Europe and Japan. We use the best communication and collaboration tools like Slack, Zoom, and Google Workspace to chat, meet, and collaborate across time zones and departments.
We work from anywhere: We believe in the freedom to work when and how you work best — whether that's on your couch, in your home office, or a coffee shop.
We value diversity: Our teams reflect the rich diversity of our world, with equitable access to opportunities. We focus on creating an inclusive environment where everyone feels a sense of belonging.
We're building something special: Our company culture isn't something we can easily write down. You experience it when you meet us — in the way we talk to each other, how we'll jump in to help whenever someone asks, and we genuinely enjoy working together.
Vertesia is an equal employment opportunity employer and provides employment and advancement opportunities to its employees without discrimination because of race, color, religion, sex (including pregnancy and conditions related to pregnancy), sexual orientation, transgender status, weight, height, age, marital status, national origin, citizenship, disability, genetic makeup, military or veteran status, misdemeanor arrest record (not resulting in conviction) or any other protected characteristic as established by law. This policy of equal employment opportunity applies to all policies and procedures relating to recruitment and hiring, compensation, employee benefits, promotional opportunities, disciplinary decisions, termination and all other terms and conditions of employment.
Benefits
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Competitive compensation that reflects your experience and impact
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Generous paid time off, including vacation days and public holidays
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Wellness perks to support your physical and mental health
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Location-specific benefits, tailored to where you live and work