Vice President, Customer Success

📋 Description

• Lead and cultivate a diverse Customer Success (CS) organization that encompasses implementation, customer success management, support, and enablement.

• Mentor and develop CS managers, fostering leadership depth while promoting a culture of accountability and ongoing growth.

• Oversee critical customer health metrics (GRR, CSAT, Time-to-value) and act as a key contributor to Net Revenue Retention (NRR) by collaborating closely with Sales on renewals and expansion initiatives.

• Drive the strategy for CS operations: define and enhance workflows, playbooks, tools, and data infrastructure to enable scalability without a corresponding increase in headcount.

• Discover and apply opportunities to incorporate AI and automation throughout the CS function, ranging from onboarding and support to health scoring and customer communications.

• Collaborate with Product and Marketing to provide a seamless customer experience from pre-sale through renewal and expansion.

• Identify and cultivate opportunities for customer advocacy, working alongside Marketing to enhance customer narratives through case studies, references, and industry visibility.

⛳️ Requirements

• Over 15 years of experience in customer success or customer experience, including a minimum of 5 years in a senior leadership position managing managers within a B2B SaaS environment.

• Demonstrated experience in scaling CS organizations during periods of rapid customer and team growth in a growth-stage company.

• A proven history of building and leading high-performing, cross-functional post-sale teams that serve a global clientele, including EMEA and APAC.

• Extensive expertise in CS operations — you have either developed or significantly enhanced the systems, processes, and tools that empower CS teams to operate efficiently at scale.

• Strong understanding of CS metrics and the analytical capability to leverage data for decision-making and showcasing business impacts.

• Familiarity with leading CS platforms (e.g., Gainsight, ChurnZero, Vitally) and proficiency in various tech tools such as Salesforce, Gong, Zendesk, and Asana.

• A well-defined perspective on AI in customer success, illustrated through tools implemented, experiments conducted, or a clear vision for the future of the function.

• Practical experience in identifying and implementing AI or automation solutions within a CS context or broader go-to-market strategy.

• Outstanding communication skills; persuasive in high-level discussions, clear with your team, and credible with customers.

• Proven capacity to influence across departments and forge strong partnerships with Sales, Product, and executive leadership.

• Experience representing the customer organization externally, whether in customer interactions, industry forums, or thought leadership roles.

🏝️ Benefits

• Competitive compensation package, including a base salary range of $190,000 - $205,000 (annually based on experience and location).

• 30% variable bonus with On Target Earnings approximately $250,000.

• Equity options.

• Flexible PTO and generous company holidays.

• Comprehensive health, dental, and vision insurance.

• 401(k) plan with company matching.