Head of CS and Support

The role

You will own customer success and customer support at LiteLLM. You will build the team, design scalable systems, and manage relationships with enterprise customers.

What you will do

• Own customer success and retention.
• Manage all customer support across Slack, Email, and Teams.
• Handle technical triage and escalation.
• Build a repeatable enterprise onboarding process.
• Maintain visibility into customer health and proactive engagement.
• Recruit and develop Support Engineers and FDEs.
• Set standards for support quality and efficiency.
• Advocate for the voice of the customer internally.

Required qualifications

• Built and led exceptional technical, customer-facing teams.
• Built scalable customer success and support organizations.
• Strong technical expertise with APIs, cloud infrastructure, authentication, logs, and production deployments.
• Proven customer success experience with enterprise relationships, deployments, and renewals.
• Experience running technical support including ticket queues, SLAs, and production incidents.
• Ability to prioritize competing needs and communicate under pressure.
• Willingness to personally work with customers, debug issues, and drive renewals.

Nice to have

• Experience at enterprise infrastructure, developer tools, or open-source companies
• Familiarity with AI infrastructure

About the company

LiteLLM is an open-source AI gateway used by 50% of the Fortune 500. The company provides infrastructure for enterprise AI adoption.