Head of Customer Success

About Lyric

Why we built Lyric: supply chains are as critical & complex as ever → every day, large enterprises are faced with trillions of possibilities for their supply chain → powerful algorithms are required to optimize these supply chain decisions (i.e. AI) → large enterprises are unable to leverage supply chain AI at scale due to (a) the rigidity & limited scope of point solutions (“buy”) and (b) the immense investment required to develop in-house (“build”).......until now (cue dramatic music in the background)......

Enter Lyric: an enterprise AI platform for supply chains - when enterprises evaluate whether to buy or build decision-making engines for their supply chains, we provide the best of both worlds thanks to: 

1. Our deep catalog of supply chain AI products that are available out-the-box to optimize networks, allocate inventory, schedule routes, plan fulfillment capacity, promise orders, propagate demand, build predictions, analyze scenarios, and much more (buy) 

2. Our platform-first approach enables business & technical users end-to-end composability for supply chain decision science with no-code, their code, or even forking our code (build).   

At Lyric we’re building a new era in supply chain, with the team best equipped to build it. We’ve been at the intersection of supply chain & algorithms for 20+ years, which led us to a deep conviction that global supply chains needed something like Lyric. We’re proud to say that since our inception in Dec. 2021, this conviction has now been validated many times over. This is thanks to our double-digit number of Fortune 500 Customers (Smurfit WestRock, Estee Lauder, Coca-Cola, Nike, and more) who are innovating on their own terms every day on Lyric.  After an incredible 2024, we expect 2025 to be even more of a rocket ship, and we can’t wait to see what our current & future customers are empowered to build with us next.

About the role

As Head of Customer Success, you will join us at a pivotal moment in our growth journey. We think of this role much differently than a typical Head of CS at a B2B SaaS company, largely due to (a) the deep industry expertise required to nurture our customer base & their complex use cases and (b) the scope of the position. You'll drive the strategy and execution of our customer success organization, leading a specialized team of technical account managers & solution consultants supporting our enterprise customers to transform and optimize their supply chain operations. This role combines deep supply chain expertise with strategic leadership to drive our customer success vision and deliver measurable impact. 

What you’ll do

• Lead and develop a team of 10+ Technical Account Managers and Solutions Consultants who specialize in supply chain optimization, with planned team growth in 2025 and beyond

• Drive customer success strategy across the entire customer lifecycle - from pre-sales through implementation, ongoing support, and account expansion

• Partner with sales, product, and engineering teams to ensure seamless delivery and optimization of solutions

• Take a consultative approach to understand complex supply chain challenges, develop strategic solutions, and identify opportunities for customer growth 

• Identify opportunities to increase product utilization and value adoption enabling customers to maximize their investment in Lyric’s solution 

• Build and iterate on success metrics, best practices, and processes that align with our customer journey and business objectives

About you

• 12-15+ years of experience with deep supply chain expertise, ideally with an emphasis on supply chain analytics and optimization

• Strong background in supply chain consulting and/or in-house supply chain analytics leadership

• Experience in a consultative customer facing role is preferred (account management, customer success management, management consulting, etc.)

• Experience building processes and driving organizational change in high-growth environments

• Analytical mindset and ability to interpret customer data to drive insights and action

• Passion for technology, innovation, and delivering exceptional customer experiences

Location: Remote - US

Compensation: The annual total cash compensation range for this position is $250,000-$300,000, comprising a competitive base salary plus a performance-based bonus structure tied to customer success metrics and team performance. Additional compensation includes equity in Lyric.