The company

Resistant AI builds AI that stops financial criminals. Our technology gives banks, lenders, insurers, fintechs, and payments businesses instant, defensible decisions about fraud and financial crime. No maybes. No heavy configuration. Just clear answers they can act on.

We are Series B funded, growing fast, and at the stage where the decisions we make about how we operate will define what we become. That applies nowhere more than in customer success.

The opportunity

We are looking for a builder with a vision.

Our CS function is growing. We have talented people, a strong product, and a customer base that includes some of the most recognisable names globally. What we do not yet have is the operating model, the playbooks, and the standards that will take us to the next level.

That is what this role exists to create.

This is a transformation mandate. You will define what great customer success looks like at Resistant AI and build the systems and cadences to make it repeatable. You will lead a growing team of CSMs across EMEA and North America, sitting at the intersect of commercial, product, technical, and support functions, with a single unifying responsibility: delivering on the promise we make to every customer we win.

That promise is made in the sales process. You own what happens next. You will carry direct accountability for net revenue retention and expansion, and you will report directly to the CRO.

This is not a role for someone who wants to inherit a mature function and run it. It is a role for someone who sees an early-stage operating model, knows what it needs to become, and has the experience and the vision to take it there.

What you will build

A structured onboarding process with a high bar for what customer readiness actually means, and clear accountability for getting customers to first impact fast.

Beyond that, our model is built around four pillars: Strategic Ownership, Value Realisation, Technical Assurance, and Value Expansion. Each one matters. Each one requires a different skill set from the team. And all four need to operate at a consistent standard, globally, across a customer base that includes some of the most demanding organisations in financial services.

That consistency does not exist yet. Your job is to create it.

The person who leads this function needs to understand what good looks like across all four dimensions, be able to develop a team toward it, and build the operating model that makes it repeatable at scale. You will operate at the intersection of commercial, product, operations, support, and delivery, coordinating across functions without losing the thread of what the customer actually needs. That is a complex ask. We know that. It is also the job.

What you will need

You have built or significantly been driving CS transformation inside a B2B enterprise software business. You know what good looks like and you have done the unglamorous work of creating it from incomplete foundations.

You understand the complexity of enterprise relationships. You know how to navigate senior stakeholders, long timelines, and the weight of expectations that come with customers who have made a significant commitment to your product. Experience in fintech, fraud, or financial services is a genuine advantage.

You are a practitioner first. You can coach a CSM through a difficult renewal conversation because you have been in one. You can design a health scoring model because you have built one before.

You are direct and clear with your team. You set standards explicitly, give feedback honestly, and manage with consistency rather than optimism.

You are comfortable with ambiguity. The roadmap here is not handed to you. You contribute to writing it.

What you can expect from us

Genuine autonomy to build. A direct line into senior leadership. A product that works and customers who know it. A team that is growing. A base in Prague at the heart of our operation. And a company that is serious about doing this properly.

Got you interested? Send us your CV and let's talk!