LiteLLM is the leading open-source AI gateway, with 60k+ GitHub stars and a rapidly growing developer community. We help companies put AI into production with the reliability, security, and cost controls that enterprise infrastructure demands.

LiteLLM’s revenue has grown 6x in the past year and is approaching $30M. Our software is used by 50% of the Fortune 500, with paying customers including NVIDIA, Netflix, NASA, IBM, Adobe, AT&T, and multiple departments of the US government.

We've achieved this with a small, talent-dense team. We're building the infrastructure layer that powers enterprise AI adoption and are looking for exceptional people to help us scale.

As Head of Customer Success, you’ll report directly to the CEO, build the team, and shape how we support and grow those relationships, with substantial responsibility from day one.

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.