Head of CS and Support

Head of Customer Success & Support

We're hiring a Head of Customer Success & Support to own both customer success and customer support at LiteLLM.

You'll be responsible for two critical outcomes

• Customer Success: Ensure customers successfully deploy LiteLLM, expand adoption across their organizations, and expand their usage with us. Build proactive relationships with customers, understand their goals, and identify risks before they become problems.
• Customer Support: Ensure customers get fast and reliable technical assistance when something goes wrong. Own everything from support response quality and production escalations to the engineering handoff process and confirmed resolution of customer issues.

Reporting directly to the CEO, you'll initially lead a 3-person team of Forward Deployed Engineers and Support Engineers. You'll build the systems, hire the talent, and set the standards needed to scale both functions as LiteLLM grows.

Our customers are developers and engineering leaders running critical infrastructure. They expect technical competence, clear communication, and follow-through. You'll set that standard for LiteLLM.

What You'll Own

• Customer Success and retention. Own the post-sale customer relationship. Understand each customer's objectives, track their health, identify churn risks early, and proactively drive adoption, renewals, and expansion.
• All customer support. Own support across Slack, Email, and Teams. Build a reliable system for capturing requests, assessing severity, assigning ownership, and driving issues through to customer-confirmed resolution.
• Technical triage and escalation. Ensure your team can independently investigate and resolve technical issues. Build a strong support-to-engineering process with clear priorities, actionable bug reports, and accountability for getting fixes shipped and communicated to customers.
• Enterprise onboarding. Build a repeatable onboarding process that gets customers successfully into production. Define appropriate levels of engagement based on customer needs, complexity, and contract size.
• Customer health and proactive engagement. Maintain visibility into customer satisfaction, adoption, outstanding issues, and renewal risk. Ensure no customer accumulates unresolved problems without the team recognizing and addressing them.
• Team building. Recruit and develop exceptional Support Engineers and FDEs. Establish clear ownership, training, performance expectations, and coverage across time zones.
• Support quality and efficiency. Set a high bar for the quality of every customer interaction. Establish response and resolution standards, review support conversations, coach the team, and build systems that continuously improve the customer experience.
• Voice of the customer. Advocate for customers internally. Give leadership and engineering a clear, prioritized view of customer problems, recurring issues, and opportunities to improve the product.

What We're Looking for

• High bar for talent. You've built and led exceptional technical, customer-facing teams. You know how to identify, recruit, and develop top performers, and hold the team to a high standard of execution.
• Systems builder. You've built scalable customer success and support organizations, not just managed existing ones. You know how to design processes for onboarding, customer health, renewals, support triage, escalations, and engineering handoffs that scale without constant intervention.
• Deep customer empathy. You genuinely care about making customers successful. You proactively understand their problems, advocate for their needs internally, and push the organization to solve them. You know how to instill this same customer-first mindset across your team.
• Strong technical expertise. You're comfortable getting hands-on with APIs, cloud infrastructure, authentication, logs, and production deployments. You can independently debug complex customer issues, identify root causes, and work effectively with engineering to resolve them.
• High bar for customer response quality. You know what a great customer response looks like. You immediately spot vague, generic, or AI-generated answers that don't solve the customer's problem. You review customer interactions, provide direct feedback, and coach your team to deliver clear, technically accurate, actionable responses.
• Proven customer success experience. You've owned enterprise customer relationships, driven successful deployments, expanded adoption, and managed renewals. You know how to identify at-risk customers early and build proactive engagement strategies that improve retention.
• Experience running technical support. You've directly owned support operations, including ticket queues, SLAs, production incidents, escalations, and support-to-engineering workflows. You measure success by whether customer problems are actually resolved, not just how quickly the team responds.
• Sound judgment and ownership. You can prioritize competing customer needs, recognize urgent incidents, make difficult tradeoffs, and communicate clearly under pressure. You take accountability for customer outcomes, even when resolving the problem requires another team.
• Willingness to get your hands dirty. You're excited to build both functions from the ground up. At our current size, you'll personally work with customers, debug issues, manage escalations, and drive renewals while hiring and developing the team.

Additional information

Experience at enterprise infrastructure, developer tools, or open-source companies is strongly preferred. Familiarity with AI infrastructure is a plus.