Head of Customer Success – GPU Infrastructure

About the role

As Head of Customer Success, you will build and lead the function responsible for managing infrastructure customers post-contract. You will design the customer journey, establish operational processes, and lead a team of Account Executives and Infrastructure Support Engineers to ensure high-quality service and account growth. This role serves as the primary point of contact for key accounts and requires close collaboration with sales, product, and engineering teams.

Responsibilities

• Build the customer success function from scratch including processes, playbooks, and tooling
• Design the full customer journey from onboarding to renewal and expansion
• Hire, lead, and develop a team of Account Executives and Infrastructure Support Engineers
• Define and monitor support KPIs, SLAs, and quality standards
• Collaborate with sales, product, and engineering on escalations and key accounts
• Manage relationships with largest customers and handle critical escalations

Required skills

• Customer Success
• Account Management
• Technical Support
• B2B Cloud
• Infrastructure
• Team Leadership
• Process Building
• SLA Management
• English

Nice to have

• Neocloud
• GPU cloud
• Hyperscaler
• Data centre
• Hosting
• On-call management
• Support tooling
• Enterprise contract management
• German

Qualifications

• Several years of experience in customer success, account management or technical support for B2B cloud or infrastructure customers
• Proven experience building processes and teams
• Experience leading a team of account managers, CSMs or support engineers
• Solid technical understanding of cloud, data centre or GPU infrastructure

About the Company

Lyceum is an early-stage company building sovereign, GDPR-compliant AI infrastructure for the next generation of deep-tech. The team consists of professionals from hedge funds, big tech, AI startups, and top universities.