Vice President of Client Success

Become Part of the Torch.AI Journey! 

At Torch.AI, we’re on a journey to create decision advantage and enterprise efficiency at scale with a new form of in-memory AI for the world’s most important mission-driven organizations. Today, we help improve national security, protect U.S. interests, eliminate fraud, reduce risk, and enable better customers experiences. Our team is highly focused and cares deeply about the work we do as a pioneer in the data and AI field and a key partner supporting U.S. strategic, operational, and tactical military forces, warfighters, and national defense capabilities. We're passionate about solving complex problems. Join us in our mission to help organizations Unlock Human Potential. 

Unlock Your Potential  

Join our elite team in a rare opportunity as a Vice President of Client Success. In this role, you will be actively supporting growth in a dynamic company building critically important solutions for some of the world’s greatest customers.  In this role, you’ll be making a positive difference for our country every day. Our management style and operating philosophy fit best with talented contributors that prefer autonomy, big responsibilities, and dislike bureaucracy.  

As the VP of Client Success, you will be responsible for cultivating unparalleled rapport with our clients, including civilian and military Government executives and operators, understanding their needs, and guiding them to derive maximum value from our offerings. Your role is pivotal and will entail acting as the conduit between our discerning clients and our internal echelons, championing their interests and requirements with finesse while evangalizing product uptake, retention, and expansion.  This role requires an active TS/SCI clearance. 

What Sets This Role Apart 

• Our decentralized operating model puts every employee at the forefront of our customers’ missions. 
• We value customer intimacy, unique perspectives, and dedication to delivering lasting impact and results. You’ll have the opportunity to work on the frontlines of major customer programs and influence lasting success for Torch.AI and your teammates. 
• There are very few companies in the world with the credentials we have. You’ll have an opportunity to support critically important customer missions and work with paradigm-changing technology. 
• The role is critical in positioning Torch.AI as a leader in data infrastructure AI in the market and helps ensure the company is well-positioned for the next stages of growth.  
• Torch.AI is in the midst of a fundamental period, with several initiatives and investments anticipated to fuel hyper-growth across a diverse customer base. 
• You’ll play a significant role in strengthening Torch.AI’s reputation as one of Forbes’ Best Startup Employers. 

Ownership and Influence  

• Responsible for achieving or surpassing customer success, utilization, and sales objectives and devising a strategy for new and existing customers to increase product usage monthly and annually. 
• Assume the pivotal role of the client's advocate within the organization, relaying invaluable insights to internal teams, thereby spearheading a culture of continuous refinement and pioneering innovation. 
• Serve as an evangelist for Torch.AI solutions to ensure a high-degree of customer satisfaction and identify expansion opportunities at relevant strategic accounts. 
• Facilitate regular consultations and strategic assessments with clients to review advancements, alleviate any apprehensions, and unearth further avenues for delivering value. 
• Act as an advisor to our clients, intimately understanding workflows and challenges to effectively articulate the value proposition of our elite suite of solutions to achieve desired outcomes. 
• Collaborate with new and existing clients to develop tailored success plans, outlining clear objectives, milestones, and success metrics. 
• Collaborate closely across the organization on new customer opportunities  to optimize pipeline and successfully secure deals. 
• Maintain a vigilant watch over industry trends, the competitive landscape, and evolving customer needs within Department of Defense and Intelligence Community sectors, preempting challenges and identifying lucrative opportunities ahead of the curve. 

What We Value 

• Entrepreneurial mindset. 
• Subject matter expertise and proven success within the market segment. 
• Ability to convey complex technical concepts to stakeholders. 
• Aptitude for working collaboratively in interdisciplinary teams. 
• Awareness of ethical considerations and responsible AI practices. 
• Extensive networks within the National Security Community and comprehensive expertise in government acquisition processes and directives. 
• Bachelor's degree in Business Administration, Marketing, Computer Science, or related field. 
• Proven experience (10- 15 years) in  operational and management roles, preferably within the National Security community. 
• Demonstrated success in building and maintaining strong client relationships, with a focus on driving customer satisfaction and retention. 
• Exemplary proficiency in communication and interpersonal dynamics, adept at engaging and persuading stakeholders. 
• Demonstrated aptitude in dissecting intricate technical concepts, translating them into clear directives for clients, and offering actionable solutions. 
• Focused on customer outcomes, consistently surpassing performance benchmarks and Key Performance Indicators (KPIs) to achieve and surpass customer satisfaction goals and customer delight. 
• Thrives in dynamic, fast-paced settings, efficiently managing multiple priorities without compromising quality or efficacy. 
• Proficient in O365 suite (Excel, PowerPoint, Word, ect) and collaboration tools (e.g., Slack, Microsoft Teams). 
• Flexibility to travel occasionally for client meetings and industry events, as required. 
• Must have active TS/SCI clearance. 

Professional Ambiance  

• This role thrives in a cutting-edge, high-performance workspace. 
• Base of operations is located in our WDC location with occasional opportunities for a flexible hybrid/remote work arrangement. 

Equity Program  

• Immediate eligibility to participate in the company equity incentive program. 
• Employees at Torch.AI have an opportunity to become partners in the firm.  

Incentives and Advantages 

• Competitive salary, performance bonus, and benefits package.  
• Opportunity to participate in Torch.AI’s employee equity incentive program. 
• Unlimited PTO. 
• 11 paid holidays each year. 
• Dynamic and energetic teammates. 
• Incredible chance for professional advancement in a rapidly scaling high-tech environment. 
• Weekly in-office catering at headquarters. 
• Access to company entertainment suite at the Kansas City T-Mobile Center, with tickets to all major events and concerts. 
• Exceptional medical, dental, and vision insurance. 
• Company sponsored life and disability coverage. 
• Relocation benefits. 

Torch.AI is an Equal Opportunity /Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, protected veteran status or status as an individual with a disability.