Director/VP/Head of Operations, Client Success

About Lyso

Lyso is a solutions enablement company providing a suite of workflow automation and AI-enablement tools for fast moving organizations. We're well funded by some top backers and we transform client needs and ideas into real, practical, deployable solutions for clients across healthcare, cyber security, finance, and brick and mortar businesses to help operational efficiencies and revenue increase, enhancing time and revenue savings. By combining strategy‑aware generation, rapid execution, and an intuitive developer and operational and client success support for each client, Lyso empowers teams to ship higher‑quality solutions in less time and unlocks new levels of productivity for clients and businesses.

We're looking for our first operations and client success leader. If this sounds like you, apply and... follow us here: https://www.linkedin.com/company/lyso\-io

and check us out here: www.lyso.io

Theo Baldwin

is leading our search for this role.

Connect with him directly at:

https://www.linkedin.com/in/theo\-b/

About the role​

This is a foundational leadership role responsible for building the infrastructure, programs, and operational excellence that will power Lyso’s next stage of growth.

You will have a team of 16 direct reports

You will be leading a highly visible high-impact team

We will not micro-manage you

We believe in autonomy and execution.

Also, we want genuinely good people. When we meet, tell us what that means to you!

The operations leader will own the end‑to‑end operational backbone of the company—from internal processes and cross‑functional rhythms, to customer‑facing delivery, to the systems and metrics that keep the business running smoothly at scale.

The successful candidate will be the architect of how work gets done at Lyso. The operations leader will design and run the systems, workflows, and incentives that enable product, engineering, go‑to‑market, and customer success teams to execute with clarity and speed, while ensuring developers and enterprise customers get an exceptional experience with Lyso’s platform. When things go wrong, the operations leader will be the escalation point and problem solver who protects our brand, our people, and our customers.

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This role requires someone who is both strategic and deeply operational—capable of setting a vision for world‑class operations while also rolling up their sleeves to resolve critical issues. The operations leader will obsess over developer and customer success, recognizing that operational health is fundamental to Lyso’s mission.

Responsibilities

Operating Model and Process Design

• Design, build, and continuously evolve Lyso’s operating model across product, engineering, GTM, and customer success—including core processes, cadences, and decision‑making forums.
• Define and document scalable workflows, SOPs, and playbooks that enable teams to execute consistently while preserving room for experimentation and speed.
• Establish governance and compliance frameworks that keep operations disciplined without introducing unnecessary friction.
• Benchmark Lyso’s operating practices against high‑performing SaaS and AI companies and continuously innovate to maintain a competitive edge.

Business Performance & Metrics

• Define and track the KPIs that measure company health across growth, retention, product adoption, operational efficiency, and customer outcomes.
• Build and maintain dashboards and reporting that give leadership and teams real‑time visibility into performance and bottlenecks.
• Partner with Finance on planning, forecasting, and resource allocation to ensure operational investments align with strategic priorities.
• Implement early‑warning systems to identify and address operational risks before they become acute.

Cross-Functional Execution & Rhythm

• Own Lyso’s core operating rhythms (e.g., weekly business reviews, quarterly planning, launch readiness reviews) to ensure alignment and follow‑through.
• Translate strategic goals into clear operational plans with owners, timelines, and success measures.
• Coordinate cross‑functional initiatives such as new product launches, pricing and packaging changes, and entry into new customer segments or geographies.
• Ensure seamless handoffs across teams (e.g., from sales to onboarding to success) so customers experience Lyso as a cohesive, high‑performing organization.

Customer Delivery & Escalation Management

• Partner with GTM and customer success leaders to ensure customers are onboarded, supported, and renewed through reliable, scalable processes.
• Own the framework for managing critical customer escalations—coordinating across product, engineering, and support to drive rapid resolution and learning.
• Establish feedback loops that bring customer and developer insights back into operations, product, and strategy.
• Protect and enhance Lyso’s brand through consistently excellent delivery and communication during both routine operations and high‑pressure situations.

Tooling, Systems, & Automation

• Evaluate, implement, and optimize the internal tools and systems (e.g., CRM, ticketing, analytics, project management) that underpin Lyso’s operations.
• Partner with engineering and product to leverage Lyso’s own AI capabilities to automate internal workflows and improve team productivity.
• Ensure data is reliable, accessible, and actionable across teams, enabling evidence‑based decision making.
• Lead change management and adoption efforts for new tools and processes, with a focus on usability and impact.

Team Leadership & Culture

• Build and lead a high‑performing operations team that collaborates effectively across the organization and takes ownership of critical functions.
• Develop clear roles, growth paths, and development opportunities within operations as Lyso scales.
• Champion a culture of accountability, continuous improvement, and psychological safety, where issues are surfaced early and addressed constructively.
• Communicate the “why” behind operational changes in a way that is transparent, motivating, and aligned with Lyso’s mission.

You may be a fit if you have...

• Significant experience building and scaling operations at high‑growth technology companies (ideally SaaS, developer tools, or AI/ML platforms).
• A proven track record of architecting operating models—processes, cadences, and systems—that support multi‑team execution.
• Experience defining and managing company‑level KPIs, building dashboards, and driving action based on data.
• A strong background in customer‑facing operations (e.g., onboarding, support, customer success) with demonstrated ability to handle complex escalations.
• Experience designing and implementing cross‑functional programs (e.g., launch readiness, GTM motions, internal enablement).
• A history of delivering measurable improvements in efficiency, quality, customer satisfaction, and/or revenue performance.
• Experience operating across distributed teams and, ideally, multiple regions or time zones.
• Familiarity with developer ecosystems or technical products and empathy for how engineers and product teams work.

Strong candidates will display...

• A strategic mindset combined with operational excellence—equally comfortable mapping long‑term scale and fixing today’s bottlenecks.
• Exceptional program and project management skills, with a bias toward clarity, prioritization, and execution.
• Strong analytical capabilities and comfort working with business and product metrics to inform decisions.
• Executive presence and communication skills, with the ability to engage credibly with founders, leadership, and key customers.
• Calm under pressure—able to manage escalations and ambiguity with professionalism and steady judgment.
• A customer‑ and developer‑obsessed orientation, with a relentless focus on experience and outcomes.
• A collaborative, low‑ego approach, with the ability to influence cross‑functional teams without direct authority.
• A systems‑thinking mindset, capable of designing processes that are scalable, sustainable, and adaptable as Lyso grows.
• Passion for AI‑powered developer tooling and alignment with Lyso’s mission to transform how software is built.

Competitive benefits

• Annual Salary: $200K-$285K Competitive and commensurate with experience, with eligibility for equity and quarterly paid performance‑based incentives. Sign-on bonus eligible.
• Benefits: Comprehensive benefits package for full‑time employees, including health coverage, time off, and other perks aligned with Lyso’s stage and location.
• Education: Bachelor’s degree in a relevant field (e.g., business, operations, engineering) or equivalent experience required.
• MBA or relevant Masters preferred
• Location: Hybrid or remote‑friendly depending on role and team needs; some roles may require periodic time in a core office or customer locations.
• Visa sponsorship: Availability may vary by role and jurisdiction; if Lyso extends an offer, the team will work with you to explore feasible options consistent with applicable laws.
• We encourage you to apply even if you do not meet every single qualification.

-->Research shows that candidates from underrepresented backgrounds are more likely to self‑select out early; if this role and Lyso’s mission resonate with you, we’d like to hear from you. Diverse perspectives are essential as we build AI tooling that will shape how tech is created and maintained worldwide

www.lyso.io