VP of Customer Success

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Oversee the end-to-end operations of GC AI’s post-sale organization, driving rapid and sustained growth.

• Take charge of the Customer Success and Customer Support strategy, operational framework, priorities, retention, expansion, and support delivery.

• Collaborate with the CEO, COO, Chief Revenue Officer, Executive Leadership Team, and other senior leaders.

• Build, recruit, and lead the integrated Customer Success and Customer Support team, including team structure, roles, staffing models, and compensation strategies.

• Manage Customer Support comprehensively, including response and resolution SLAs, ticketing and tools, staffing and coverage models, and quality standards.

• Create and implement a customer-tiering framework that aligns with account value and growth potential.

• Define and operationalize the customer journey from onboarding to renewal and expansion, focusing on the support experience.

• Collaborate with Sales to enhance net revenue retention and identify upsell and cross-sell opportunities.

• Act as the executive escalation point for strategic accounts and critical support challenges.

• Establish direct relationships with senior customer stakeholders.

• Initiate and operate a customer advisory board.

• Work closely with Product and Engineering to translate customer and support feedback into roadmap priorities.

• Develop dashboards, health scores, and leading indicators to facilitate proactive interventions.

• Demonstrate customer-centricity and collaborate with Marketing to expand customer community and advocacy.

⛳️ Requirements

• 12+ years of experience in customer success, customer support, account management, or client services within a B2B SaaS, AI, or technology environment.

• 8+ years of experience in leading and scaling Customer Success and Support teams at the VP, Senior Director, or Head of function level.

• Proven experience supporting sophisticated and discerning buyers, such as legal, HR, compliance, GRC, or other teams engaged in heavily regulated and complex tasks.

• Experience managing both Customer Success and Customer Support within a single organization.

• Demonstrated success in owning and enhancing net revenue retention and gross retention metrics.

• Track record of collaborating with Sales to develop an effective account management model.

• Experience in designing and establishing a post-sale function and scaling it significantly, including team structure, compensation plans, tools, playbooks, and tiering models.

• Excellent executive communication skills.

• Data-driven approach with sound instincts.

• Familiarity with AI products and guiding customers through AI adoption phases is a plus.

• Experience in building and managing a customer advisory board or similar executive engagement initiatives is desirable.

• Authorized to work in the United States or Canada.

• Willingness to travel for working sessions and offsite meetings in other hub cities for up to one week per quarter (~10%).

🏝️ Benefits

• Medical, Dental & Vision coverage for you and your family.

• Life & Disability Insurance.

• Retirement Plan.

• Parental Leave.

• Up to $3,000/year allocated for job-related learning & development.

• DoorDash credits for breakfast, lunch & dinner.

• 15 PTO days + 5 sick days, with opportunities to accrue additional days.

• 15 company holidays + 3 additional “Me Days”.

• $500 home office setup allowance for new hires.

• $50/month cell phone reimbursement.

• Relocation assistance.

• Regular coworking sessions, customer dinners, team gatherings, and company offsites.

• Up to 10% travel for team members without an office; increased travel for customer-facing roles.

• Equity opportunities.

• Commission structure.