Vice President of Customer Success, Alethea

• Have 10+ years in customer-facing leadership roles (customer success, account management, or client services), including building / scaling a category defining company beyond just implementing a playbook at a mature company in a well defined market
• Experience and comfort as a player / coach. You’ll own key accounts, but you’ll also get the opportunity to train, mentor, and teach others to lead
• Have deep, credible experience with the communications, corporate affairs, or public affairs buyer – ideally from working inside, or selling into, comms/PR, issues management, crisis communications, or corporate reputation functions. Can walk into a room with a CCO, Chief Public Affairs Officer, or Head of Issues & Crisis Management and hold your own. Demonstrated experience managing C-level relationships and high-stakes, high-visibility accounts

Desirable

• Alethea is hiring a VP of Customer Success to take our client/account management function out of its 0-1 build phase and into a scaled, senior-led discipline, with a specific mandate to deepen our credibility and win rate with the communications, corporate affairs, and public affairs buyer.
• You'll inherit a working operating CS model built over the last year, and your job is to professionalize it, train and enable the CSMs on it, and personally own the C-suite relationships that make or break our renewals and expansion
• This is a builder's role. You should have scaled a customer success function in an emerging market or category-creating company.
• You thrive in the early stages of standing something up – creating structure where there's ambiguity, and shaping a function as it grows rather than inheriting one that's already fully built.
• You're passionate about our customers and energized by driving this function forward, out in front of them as much as behind a dashboard
• Upskill and train the team: This is a building role, but not a blank slate. Take Alethea's existing Customer Success Playbook and supporting documentation from "exists on paper" to consistently executed across the entire book of business
• Recruit and promote the right talent: Train, coach, and lead the customer success team as the client base grows – enabling them with the playbook, materials, and knowledge they need to run their accounts with confidence, and building clear growth paths beneath you
• Enable the organization to act: Retention is always top priority, communicate it and advocate for our customers. Own the comms business KPIs, workflows, and success metrics – health scores, net revenue retention, renewal rate, expansion – and report on them to executive leadership
• Leverage technology: Alethea is an agentic first company. An understanding and fluency in how technology can be used to create leverage and drive efficiency is key
• Serve as primary senior point of contact for comms-led accounts: CCOs, Chief Public Affairs Officers, and VP/Director-level leaders in Issues & Crisis Management, Corporate Reputation, or Strategic PR. Know when to pull in executives, advisors, and other colleagues to bring together the best teams the company has to offer
• Educate and counsel: Educate and counsel on product adoption, operationalization, and leveraging the Alethea solution (written analysis, technology, MCP). Translate narrative risk, actor attribution, and coordinated-behavior detection into language that lands with comms and public affairs leaders
• Own key customer relationships: Lead EBRs and high-stakes executive conversations on strategic comms accounts
• Coach and develop junior and mid-level CSMs: spot-check books, review QBR/EBR decks before they reach a client, and model what "customer first, act like an owner" looks like in practice
• Build training and enablement: lead the creation and implementation of the training the comms/public affairs motion needs – including a "Comms Buyer" playbook and reference materials – so the team can operate credibly with comms and public affairs stakeholders
• Close the loop between customer feedback and Product/Engineering: be the voice of the comms and public affairs customer in roadmap conversations
• Partner with sales and marketing: Provide ongoing insights to sales and marketing on customer wins and trends to support iteration of top of funnel activities